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PBX - Operator

Posted June 17, 2020

Winstar World Casino Hotel
Thackerville, OK
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About This Job

JOB TITLE:   PBX Operator

DEPARTMENT:    Front Office/Rooms 

DIRECT REPORT:   Front Office Manager or Front Desk Supervisor

HOURS: (3 PM - 11:30 PM)

FUNCTION:

Greets and assists with guest arrivals and departures by handling guest inquiries and assisting with guest check-outs over the phone while providing prompt and courteous service, including receiving telephone calls, guest requests, guest reservations, faxes and ensuring complete guest satisfaction.



RESPONSIBILITIES:

Ensures complete guest satisfaction.

Check-out of the guest via the phone.

Must be familiar with computer systems for guest reservation information.

Assigns guests rooms based on preferences and availability.

Drives the Revenue Management process.

Handling guest concerns in a tactful manner and achieving resolution.

Answers questions in regards to the hotels facilities and services.

Answering telephones and booking reservations.

Answering Guest inquiries i.e. directions.

Recommending local area restaurants, points of interest, or needs for transportation.

Handling guest needs.

Answer 911 calls in an urgent and timely manner and providing the information to the necessary departments

Maintaining cleanliness of PBX station and back office.

Following up with Guest check-ins, complaints, and other requests.

Interacting with other departments and employees to ensure a good working relationship or for guest needs.

Understands all Emergency procedures for incidents, accidents, fire, safety, or criminal activity.

Participates on the hotel Safety Committee.

Ensures that Quality Standards and Service are maintained for Property, Product, and People.

Must be able to work all shifts or varying schedules to support business needs.

Ensures Security for the hotel’s customers, employees, and property assets.

Supports established policies and procedures for WinStar World Hotel and the hotel’s brand.

Responsible for performing “other duties” as assigned by management.


REQUIREMENTS:

  • Hospitality Experience preferred.
  • Excellent written & verbal communication.
  • Must speak, read and write English.
  • Must understand and maintain confidentiality in all circumstances.
  • Strong analytical, problem solving & organizational skills.
  • Ability to multitask in fast paced demanding environment.
  • Computer skills required.


GROOMING/UNIFORMS: 

All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.


LICENSES OR CERTIFICATES 

Ability to obtain any certifications, licenses or permits that may be required by law or company Regulations.



TECHNICAL EXPERIENCE:

Must be able to understand all operating departments including rooms, front office, housekeeping, engineering, accounting, sales, food and beverage for limited service hotel operations.

Must have considerable knowledge of computer systems for guest registration, reservations, reporting and etc.

Must have above average financial comprehension to understand and interpret numbers as they apply to operations in hotels.

Must have the ability to effectively deal with internal and external customers, some whom will require high levels of patience, tact and diplomacy to defuse anger, and resolve conflicts.

Must be well groomed in uniform or business attire.

Must be trained in CPR Certification and/or First Aid Training preferred.


PHYSICAL, MENTAL & ENVIRONMENTAL DEMANDS:     

  • Physically mobile with reasonable accommodations.
  • Must be able to lift and carry upwards to 25 pounds.
  • Must be able to bend, reach, kneel, twist and grip items while working at assigned desk area.
  • Manual dexterity and coordination to operate office equipment, including 10 key adding machines, personal computers, fax machines, and photo copiers.
  • Read, write, speak, and understand English.
  • Operate in mentally and physically stressful situations.
  • Respond to visual and aural cues
  • Work in cold & hot temperatures
  • Possibly be exposed to second hand smoke


 

SAFETY REQUIREMENTS 

Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The hotel will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.

 

NOTICE: 

 Standing, bending, stooping, and lifting weights up to and including 25 lbs. may be required. The hospitality business functions seven (7) days a week, twenty-four hours a day. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.

compensation: 10.00

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About this Employer

Winstar World Casino Hotel

21444 World Way
Thackerville, OK 73459

(580) 276-3146

1,399 Room Hotel

www.winstonhospitality.com

Managed By

WinStar World Casino Hotel - Luxury at Its Best

When you walk into the WinStar World Casino Hotel from the casino gaming floor, you enter a new and exciting destination. With attractive guest rooms and deluxe suites, choose from 1399 rooms that fit your taste and comfort. Inside you’ll find sensational amenities and state-of-the-art facilities.  The hotel offers all of the luxuries of home, plus some extras like complimentary turn-down service upon request.  You will find several wonderful amenities:  Terrace View Café offering an array of delicious selections 24 hours a day, Rotunda Bar and Pool Bar serving cocktails and light food.  Enjoy some shopping at one of our two gift shops.  Enjoy our state of the art physical fitness room and then relax by your choice of resort-style two pools. 

Winston Hospitality

Winston Hospitality is a creative, energetic and passionate company, dedicated to the highest standard of service and quality in the hospitality industry.  Winston Hospitality has built a reputation in the industry for developing and operating hotels with an emphasis on quality and a focus on long-term financial success. 

Winston Hospitality offers many hospitality services, including management, development, rehabilitation, repositioning, and hotel ownership.  Our senior management team brings years of experience and a wealth of knowledge to each of these areas and is strongly committed to ensuring the satisfaction of our guests and of our partners.