Wyndham Worldwide PBX Operator - Part Time - Kona Coast Resort in Kailua, Hawaii

PBX Operator - Part Time - Kona Coast Resort


PBX Operator

The Operator is responsible for ensuring efficient communication within, to and from the hotel while maintaining attentive, courteous and efficient customer service. Handle incoming/outgoing calls in an attentive, courteous and efficient manner, according to standard operating procedures

Essential Job Functions

Responsibilities include, but are not limited to:

  • Operate switchboard, intercom and two-way radio to relay incoming, outgoing and interoffice calls and messages: Furnish information/phone numbers to callers as requested or makes sufficient inquiries necessary to refer the caller to the appropriate resort personnel, sales or marketing or outside vendor. Assist guests with voice mail. Dispatch maintenance and housekeeping staff to guest rooms as needed. (60% time)

  • Maintain positive customer and associate relationships: Respond appropriately to guest inquiries and concerns to ensure total guest satisfaction. Handle guest issues to resolution in effort to improve the guest experience and escalate any outstanding guest inquiry or concern to management that may require additional monitoring or follow-up. Make appropriate service recovery recommendations. Promote team work and quality service through daily communications and coordination with other departments. (15% time)

  • Ensure compliance with: Internal Audit, Quality Assurance, Loss Prevention, Resort Operating Procedures, Guest Service Department Operating Procedure, and Standard Operating Procedures. (10% time)

  • Build a “Count On Me” Culture: Continuously exhibit the company’s Count on Me philosophy; be responsive to the needs of our guests, associates and all we come into contact with on the job, be respectful in every way; deliver a great experience. (10% time)

  • Performs other duties as needed (5% time)


Minimum Requirements and Qualifications

a) Education

  • High School diploma or equivalent

b) Training requirements

  • N/A

c) Knowledge and skills

  • Excellent communication skills.

  • Basic understanding of telephone switchboard and PBX equipment and systems

  • Acquires job skills and learns company policies and procedures to complete routine tasks

  • Ability to read and comprehend routine instructions, short correspondence and memos

  • Ability to give high priority to customer service

  • Ability to solve problems with a minimum of guidance

  • Ability to read, write and understand English

  • Must maintain a professional appearance and a Can-Do, positive attitude towards all guests and staff

  • Ability to multi-task and work in a fast paced environment

  • Must be people oriented and able to work independently or with others as needed

d) Technical Skills

  • Must be able to easily and frequently change from one activity to another while operating a switchboard or computer keyboard

e) Job experience

  • Six months customer service experience

  • Six Months of switchboard /PBX experience

Unless there is a legal requirement, experience will be accepted for the education requirement.

Job: Guest Services

Primary Location: United States of America-Hawaii-Kailua-Kona

Employee Status: Regular

Schedule: Part-time

Organization: WVO - Resort Management

Job Posting: Apr 3, 2018, 12:10:36 PM

Requisition ID: 1805285

Equal Opportunity Wyndham Worldwide fosters a work environment in which all individuals are treated with respect and dignity. We are an equal opportunity employer and do not discriminate either directly or indirectly against employees or prospective employees on the basis of race, color, religion, sex, sexual preference/orientation, citizenship, marital status, veteran status, national origin, age or disability, or against any other protection established by applicable law or regulation. We will make reasonable accommodations for eligible disabled applicants and employees in compliance with applicable laws and regulations. We are committed to actions and policies to assure fair employment, including equal treatment in hiring, promotion, training, compensation, termination and disciplinary action and will not tolerate unlawful discrimination either directly or indirectly by our employees or agents.