Telephone Operator at The Kahala Resort
To operate the main telephone switchboard by answering and connecting all incoming calls and connecting all operators assisted outgoing calls. May supply information to callers and record/transmit messages; may take, dispatch and account for room service orders. Keeps records of calls made, toll charges and other pertinent information. Maintains records and prepares reports as required.
•Promptly answers telephone calls using positive and clear English communication. Listens to ascertain the correct extension and information. Reads and uses a moderately complex computer console, directs calls to appropriate line. Requires sitting in a confined space for long periods of time to continuously perform essential functions.
•Transcribes complete and accurately spelled messages and repeats information to verify accuracy. Inputs and retrieves messages from the computer as requested. Reads and verbally recites exact messages for guests.
•Direct and input long distance calls as requested.
•Receives wake-up call information, carefully inputs information into the automated wake-up system and verbally confirms to guest.
•Briefly answer basic inquiries such as but not limited to, time here and around the world, extension numbers, outlet hours, department functions and hours. May take, dispatch and account for room service orders.
•Serve as the dispatcher for security, guest services and property operations employees. Provide timely information to employees via the paging system, two-way radios and telephones in response to emergencies and guest requests such as plumbing, shuttle service, etc. Remains calm and polite especially during emergency situations and/or heavy hotel activity. Resolves complications and complaints such as missed wake up calls or missed messages using previous experience and good judgment.
•Immediately answer the emergency line, listen to details to identify the nature of the problem and respond appropriately in accordance with established procedures, legibly documenting pertinent details. Initiates emergency response as necessary.
•Take Room Service orders and communicates to the Night Server when working the graveyard shift.
•Complete other duties as assigned by the Front Office or Assistant Front Office Manager i/c Reservations.
•Report all suspicious persons or activities and hazardous or unsafe conditions to the Security Department.
•Actively coordinates communications within the hotel including emergency procedures and fire alarms.
•Operates facsimile machine to send, receive and log transmissions. Notifies guests using the message function of the computer of the incoming faxes.
•Maintains an alert, attentive, calm and reassuring tone of voice.
•Be responsive to guest requests by communicating their needs to appropriate departments in a prompt and courteous manner.
•Manually inputs wake up calls and writes messages.
•Performs a variety of other duties as assigned.
Specific Job Knowledge, Skills & Abilities
•Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflict.
•Ability to access and accurately input information using a moderately complex computer system.
•Ability to type 35 wpm and correctly spell to accurately input and record information.
•Ability to read and write the English language. To fully comprehend and communicate clearly on the telephone in a polite and understandable manner.
•Must be able to work varying shifts and maintain attendance in accordance with the hotel’s attendance policy.
•Ability to comply with hotel rules and regulations including policies.
•Six (6) months previous Front Desk, Reservations or customer service experience preferred.
Licenses or Certification
•Certification of tuberculosis clearance required.
•CPR and Standard First Aid Certification preferred.
•Ability to lift up to 10lbs.
•Ability to sit continuously performs essential job functions in a confined space in close proximity with other employees.
•Must maintain a neat, clean and well-groomed appearance as outlined in the employee handbook.
•High School Diploma or General Education Diploma preferred.
•One (1) to two (2) years of college in hotel management or similar field preferred.