Provide excellent service consistent with the property's core service standards and brand attributes.
Proactively greet, interact, and assist resort staff in a professional manner to foster and promote a cooperative and harmonious work environment.
Proactively seek to provide refined luxury service ensuring guest satisfaction.
Meet the demands of a fast-paced environment by using good judgment and the ability to multi-task.
Answer incoming guest room calls, internal housekeeping calls and outgoing calls, including radio communications.
Contribute to the delivery and measurement of excellent guest service consistent with the Company's core service standards and brand attributes that exceed guest expectations.
Maintain confidentiality of department affairs.
Properly utilize performance feedback, recognition, training, and adherence to company policies, legal requirements.
Contribute to a positive, empowering work environment through setting an example and consistency of day to day work habits.
Respond to and resolve employee complaints in a timely manner and creatively solve problems with the ability to anticipate, recognize, evaluate, and resolve potential difficulties.
Promote and develop or modify systems or practices that create problems or impede our commitment to unparalleled excellence in customer service in addition, stressing the importance of team oriented philosophies.
Maintain effective communications with all hotel operational departments to effectively resolve situations impacting guest service or malfunctions of departmental equipment.
Offer added services based on guest requests.
Work with the Front Desk, Engineering and Housekeeping staff.
During emergency situations, provide correct up to date information to staff, and guests.
Receive and deliver voice and text messages for property guests and executives.
Operate a console and all peripheral equipment.
Process wake-up calls for guests, record entries, properly log requestor’s name, time of call, date, room number, nature of request, and dispatches accordingly as necessary.
Contact executives via cellular telephone or beeper.
Utilize overhead paging for casino guests.
Review all pertinent information and events for the day.
Complete daily worksheets accurate and timely.
Responsible for properly executing all requests made by VIP Services, Executives, etc.
Work closely with managerial staff to develop overall skills and growth.
Be knowledgeable of Department and Hotel goals.
Own all requests and complaints; resolve issues immediately and follow up to ensure the guest's satisfaction.
Be knowledgeable of hotel information to answer guest inquiries.
Participate in the property's sustainability initiative through energy conservation and the use of recycling programs and materials.
Ensure Hotel property and equipment is properly used and maintained.
Performs all other job related duties as assigned.
At least 2 years of experience as a PBX Operator or similar position.
At least 1 year of customer service experience.
Excellent customer service skills.
Have interpersonal skills to deal effectively with all business contacts.
Professional appearance and demeanor.
Work varied shifts, including weekends and holidays.
High School diploma and equivalent.
Able to effectively communicate in English, in both written and oral forms.
Previous high volume administrative experience, preferably with PBX experience.
Previous experience with operating a variety of cellular phones, radios and pagers.
Previous experience working in a similar resort setting.