posted September 13, 2024

PBX Operator

Compensation: N/A

Job Description

Job Summary: Clearly greets in a positive calm tone, with a smile, to all telephone callers.  Offering all guests and team members a kind, attentive, authentic and courteous telephone experience with efficient and accurate connection of calls.

Consistently efficient & timely use of POS / Agilysis / KIPSU / Quore and all other guest and team technology systems

Offers and promotes all hotel services, amenities and upsells products to our guests, offers clear communication and ability to actively listen with empathy.

Resolves guest challenges with empowerment to exceed expectations in line with company goals, objectives, vision and values of The Conrad Nashville.

Key Responsibilities:

• Welcomes and offers guest service to exceed guest expectations at all times, following OnQ steps to ensure the safety and security of our guests and team, has the ability to promote Conrad Nashville benefits and all Hilton programs (inc. yet not limited to: HH, Agilysis / KIPSU / Quore / Estandby)
• Demonstrates Conrad Nashville product knowledge including hotel, layouts and guestroom views
• Knowledgeable of all in-room dining menu selections, promotes upselling and beverage sales in line with SOP guidelines. With hospitable service, calm tone and accurate listening able to talk through dining alternatives, enter into Agilysis for a timely delivery to our guests
• Able to offer guest suggestions for appropriate local entertainment in Nashville
• Follows and offers a consistent authentic delivery of Forbes Service guidelines for excellence at all times
• Participates in creating, implementing, and executing department culture to maintain all SOP standards
• With empowerment to resolve any guest concerns, shows empathy, offers apologies and demonstrates good listening skills with the ability to resolve concerns in a proactive manner, or seek guidance to do so.
• Upholds all procedures for VIP guests, security protocol and safety of all
• Demonstrates consistent delivery of all SOP standards 
• Comply with all systems and procedures trained by Front Office Manager / , as Rebates, Upgrade, Cash handling Procedures & all operational POS systems & hotel technology
• Promotes HHonors, as to ensure benefits are promoted and enrollments achieved, following all guidelines as trained
• Consistently demonstrates positive body language, a clear telephone voice with ability to show empathy, kindness and pro-active thinking in line with SOP & Conrad Nashville service excellence
• Embrace the multitasking of many calls during peak hours and higher hotel occupancies
• Remains Up-to-date with hotel activities and local knowledge of events to provide accurate information at all times (including yet not limited to: city convention schedules / sports & music events / weather / transportation & traffic)
• Ability to speak in a clear calm manner when offering step by step guidance to guests and team members for internet connection / room temperature assistance and a number of other queries
• Key co-ordination of guest follow-up requests in an accurate and timely manner
• Ability to assist in the role of a key communicator to all emergency services
• Remain calm and alert especially during emergency situations

Qualifications:

• Minimum of two (2) years’ experience in customer service over the phone
• Keyboard skills & knowledge of Word, Excel, plus ability to complete basic math as daily use of programs will occur
• Proven interpersonal skills with a track record of positive service interactions

Preferred:

• Luxury hotel experience preferred
• Knowledge of POS/Agilysis/KIPSU/Quore/Hilton OnQ systems preferred

Physical Requirements:

• Must be able to stand and walk for two (2) hours a day. Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability, and visual activity.
• All team members must maintain a neat, professional, clean and well-groomed appearance.
• Must be flexible to work any day of the week, weekends, and holidays if assigned.

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