PBX Operator

Compensation + Benefits

• Pay: $19.76
• Medical, Dental, Vision Plans
• Paid Time Off - Vacation, Sick
• 401(k) w/ company discretionary match
• Employee Assistance Program - free counseling sessions annually for you and your household members
• Discounts at various retailers - Apple, AT&T, Verizon, Headspace and many more
• Employee Dining Discounts
• Complimentary Employee Meal
• Educational Reimbursement Opportunities
• Free Parking
• 12 Complimentary Room Nights Any Hyatt
• Hyatt Family/Friend Room Discounts
• Referral Bonuses
• Uniform

What you'll be doing in this role

The PBX Operator warmly and enthusiastically greets all incoming calls and assists callers with answers to their questions and ensures theirs calls are forwarded to their desired location. The PBX Operator is also an integral member of the team that handles emergency situations by acting as the communication center and dispatcher for the emergency response team.

Guest-Facing Service Management

• Provide warm, professional demeanor while greeting and welcoming guests and providing exceptional guest service throughout their stay
• Check in and check out guests efficiently, ensuring accurate billing and payment processing
• Respond to inquiries and provide information about hotel amenities, local attractions, and dining options to enhance the guests’ stay
• Handle guest complaints and resolve issues promptly and tactfully, ensuring guest satisfaction is maintained at all times
• Provide exceptional telephone etiquette when handling incoming calls and directing them to the appropriate departments

Employee Relations

• Coordinate with various departments to fulfill guests’ requests, ensuring all needs are promptly met
• Collaborate with housekeeping team to ensure rooms are prepared and ready for guest arrivals
• Communicate effectively and work as a team with the entire guest experience team

General/Miscellaneous

• Maintain a clean and organized front desk area
• Upsell higher room categories as well as promoting hotel services and packages to enhance the guest experience and increase revenue
• All other duties as assigned by manager

In an ideal world, you have:

• Previous hotel front desk experience or 2+ years of customer service strongly preferred
• A true desire to satisfy the needs of others in a fast-paced environment
• RBS certification
• Refined written and verbal communication skills
• Must be able to work a flexible schedule, including weekends and holidays
• Highly organized, self-motivated, and flexible, with the ability to manage multiple priorities under time constraints
• Ability to listen, communicate, and make connections
• Excellent computer competency (e.g. well versed in PC and/or Mac-based MS Office)
• Ability to work with confidential information
• Creative problem-solving and critical decision-making skills

ENVIRONMENTAL AND/OR PHYSICAL REQUIREMENTS

• Ability to perform the essential job functions consistently, safely and successfully with federal, state, and local standards
• Must be able to lift and carry up to 35 pounds
• Ability to stand and/or sit for prolonged periods of time
• Ability to physically maneuver through work areas; bend, lift, carry, reach/extend arms, and hands above shoulder height frequently, climb stairs and steps, or otherwise move in a constantly changing environment

KEY COMPETENCIES

• To have a positive impact, taking responsibility and initiative to resolve issues, always clearly communicating with leadership team and team members
• To be decisive, accepting responsibility for making things happen, thinking ahead, and developing contingency plans
• To be an active listener, remaining present and open, providing verbal, non-verbal, and supportive feedback, and showing our respect and empathy with one another
• To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your performance
• To be flexible, responding quickly and positively to changing environments
• To maintain high team focus via cooperation and support to other team members in the pursuit of department goals

Hyatt is proud to be an Equal Employment Opportunity employer committed to an inclusive and diverse workplace. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status or any other consideration prohibited by law or by contract.