PBX Operator

ESSENTIAL FUNCTIONS:

1. Handles all incoming telephone calls, inquiries and requests directed through PBX by current and potential guests.
2. Up sells reservations and services.
3. Provides customers with casino, hotel and event information.
4. Looks up guest promotional offers in the player management database.
5. Courteously answer incoming telephone calls, connecting to appropriate department, hotel guest or hotel/casino personnel.
6. Recognize, document and alert the supervisor of trends in customer calls.
7. Input text messages for hotel guests and expected guests.
8. Handles paging for key personnel. Maintains awareness by reading memos and white board.
9. Communicates any emergency situation to immediate supervisor as dictated by emergency policy.
10. Takes and executes wake-up calls for guest. Log wake-up calls and checks for accuracy.
11. Logs outgoing calls in phone log book.
12. Work varied shifts, including weekends and holidays.
13. Recommend process improvements.

JOB PREREQUISITES:

• Above average oral communication skills
• Excellent customer service
• Problem solving capability
• High capacity for learning

This Job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her Supervisor.

EDUCATION: High School diploma or GED.

EXPERIENCE: Previous experience with room reservations, PBX ticketing and operations. Accurately type 45 wpm, excellent customer services skills, strong interpersonal skills and professional behavior to effectively handle all issues. Work under pressure when dealing with heavy business volume. Ability to handle sensitive situations relating to solving guest problems. Read and evaluate reports and correspondence and operate office machines. Must have interpersonal skills to deal effectively with all business contacts. Previous experience working in a luxury or similar resort.

LICENSES OR CERTIFICATIONS: Be able to obtain/maintain Eastern Shawnee Tribe of Oklahoma gaming license.

PHYSICAL REQUIREMENTS: Ability to maneuver in the casino, visual acuity to observe and react to handle customer questions and complaints. Physical ability to remain stationary at a designated workstation and sit before a computer monitor for extended periods of time. Mobility to move freely about property, and work indoors and withstand exposure to various environmental factors, such as CRT fatigue, noise, dust, and environmental factors associated with an indoor environment.

WORK ENVIRONMENT: We maintain an alcohol/drug-free workplace. Must have the ability to work in a fast paced environment and perform in casino operations containing smoke and second hand smoke with high noise level and bright lights. Must be able and willing to work nights, weekends and holidays as needed.

SPECIAL WORKING CONDITIONS: Must be able to communicate effectively in English, in both written and oral forms and have interpersonal skills to deal effectively with all business contacts.