The PBX Operator will report directly to PBX Supervisor.

Core responsibilities include the following, but are not limited to:

This position is primarily responsible answering and directing calls using phone operating systems. This position ensures guest satisfaction by maintaining a pleasant cheerful tone of voice while communicating over the phone headset.

This position requires strong communication skills over phone communication and the ability to train and lead a small department in phone operations.

Follow all company policies and procedures; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Report accidents, injuries, and unsafe work conditions to manager. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards.

Specific Responsibilities:

• Maintains a friendly, professional, cheerful and courteous demeanor always
• Always Ensures Outstanding customer care
• Accurately answers inquiries from potential guests and accepts hotel reservations. Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency
• Record calls and work orders in the property management system, TSW, BE, Whistle and Chargerback.
• Dispatch calls clearly and effectively to the correct location or assignment.
• Follow up with any work orders given out to the maintenance department by recording calls in the property management system.
• Forward and record all overnight calls in the property management system and property dispatch
• Direct any maintenance calls to the maintenance department based on employee assignment.
• Follow all emergency procedures and report any calls to management.
• Answer telephones and direct calls to the correct destination.
• Establish a daily log of maintenance requests.
• Ensure guest satisfaction by following up and confirming job completion with the maintenance department on work orders.
• Exhibit hospitality standards set by the company for our customer satisfaction and our continued Gold Crown Status.
• Answer and respond to telephone calls and make sure that all requests or issues about housekeeping, and Maintenance calls are completed to the guest’s total satisfaction
• Keep and maintain accurate logs for Resort dealing with maintenance and housekeeping issues daily. Inform either the Manager on Duty, Department head or senior management of any ongoing situation or guests’ unhappiness.
• Ensure that all guest requests are resolved within a twenty-minute time frame and to call back to the guest to insure they are "Extremely Satisfied”.
• Must ensure that issues or challenges are addressed in a professional and timely manner.
• In addition, the front desk supervisor will ensure that all guests are satisfied when complaints arise.
• Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD
• Assists all departments in servicing the guests especially during high volume periods.
• Processes guests check in and offers additional services needed by guest.
• Attends meetings as required
• Ensures front desk supplies are stocked and computer equipment functioning properly
• Oversees the business center and ensures the area is always clean and guest ready
• Assist with Front Desk duties (checking in guests, checking guests out, etc.) based on business demand and as needed.
• Performs other duties as assigned, requested or deemed necessary by management

Managerial Responsibilities:

This position has no supervisory responsibilities.

Position Requirements (Skills/Abilities):

Experience:

Two to four years of hospitality-related experience is required. Timeshare or Resort management experience highly desirable. Must be able to manage multiple priorities simultaneously; communicate effectively at all levels; and demonstrate the ability to analyze and resolve problems. Must possess significant computer software program experience, especially Excel and Word.

Education: High School diploma or GED required

Flexible Scheduling: Must be able to work Evenings, Friday, Saturday, Sunday and Holidays.

Physical Demands:

While performing the duties of this job the employee is required to walk, stand, stoop, kneel, crouch or crawl. The employee is required to use his/her hands and fingers to feel, and reach for objects of various sizes, shapes and weight. Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.

Standards of Appearance:

This position is highly visible in all resort areas, team members must present a clean professional appearance and must adhered to Daily Management, Inc., Local Standard Operating Procedures-Standards of Appearance.

Standards of Conduct:

The high ethical standards of Daily Management, Inc. must be upheld by all members of the management team. The policies relative to press relations, equal opportunity, discrimination, sexual harassment, vendor relations, alcohol consumption, etc., stated in the Team Member handbook and manuals are inviolable. We pride ourselves on providing a professional caring atmosphere for guests and fellow team members and will achieve this goal through responsible action as individuals and as a group.

Note:

This position description in no way states or implies that these are the only duties to be performed by the team member occupying this position. Job duties will vary based on the property location specific. Team members will be required to perform any other job-related duties assigned and needed in their role. This document does not create an employment contract, implied or otherwise, other than an "at will" employment agreement.

We offer generous employee benefits which include:

• Health, dental and vision insurance
• Paid time off (including a birthday holiday!)
• 401k with generous employer match.
• Resort Discounts nationwide

EEO ADA M/F VET DISABLED