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PBX Operator

Position Overview: Responsible for answering incoming calls, providing accurate information with professionalism and courtesy

Essential Job Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Promptly answer all incoming calls, internal or external, with a warm greeting, maintaining standards of service.
Accurately handle wake up calls, and receipt and delivery of messages.
Accurately take note of guest requests and act as liaison with hotel departments, ensuring follow up.
Using computer system for most functions, select and block rooms for arriving guests; pre-register individuals or groups as required.
Quote and be familiar with room and rate availability for current and future dates.
Promote Hilton Hospitality and brand-specific marketing programs.
Respond to guest requests and inquiries, providing accurate information, i.e. local events, contact information.
Work closely with the Bell stand and housekeeping staff to coordinate the efficient handling of guest requests, room availability and guest luggage.
Have thorough knowledge of hotel facilities, hours of operation and special service codes.
Perform tasks and projects as delegated by leadership.
Handle emergency requests calmly and properly, i.e. police dispatch, fire, bomb threats.
Other duties and responsibilities as assigned.
The service professional may be expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.
Maintain a safe work environment for co-workers and a safe hotel for guests.

Qualifications, Job knowledge, Experience, Skills, Abilities:

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience
Excellent verbal and in writing communication skills in order to effectively communicate guests and co-workers; respond to guest requests
Ability to work with computers and perform accurate arithmetic functions

Customer Service experience is helpful
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
No special licenses or certificates required
Maintains professionalism at all times, demonstrating courtesy and respect to guests and co-workers

Physical requirements of the position and work environment:

Must use hands to reach, grasp, handle, pull and push
Must have good near and far vision
Must be able to hear, talk, smell
Majority of duties performed indoors. Noise level moderate
Ability to work in confined spaces and in close proximity to other associates
Ability to work under pressure and stressful situations, maintaining a positive attitude

Hilton Nashville Downtown Additional Property Specific Functions:

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