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Guest Services - PBX Operator

Posted May 15, 2021

Kalahari Resort & Conventions - Sandusky, OH
Sandusky, OH
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About This Job

Job Summary

Responsible for providing attentive, courteous, and efficient service to all guests over the telephone; during check-in and at check-out, while maximizing room revenue and occupancy.  Will also be responsible for distributing guest requests to the proper departments (i.e. Housekeeping or Maintenance requests. 

Qualification Standards

Education Requirements
:  High School Diploma or equivalent. 

License/Permits Required
:   None needed.

Required Skills
:   Computer experience required and previous customer service experience preferred.

Knowledge of Computer Hardware or Software
Must be proficient in Windows software.

Previous Experience Required
:  High School Diploma or experience in related field and/or experience in a hotel or resort helpful.

Physical Requirements
:  Flexible and long hours sometimes required.

Mental Requirements

  • Must be able to convey information and ideas clearly.
  • Must be able to evaluate and select among alternative courses of action quickly and accurately.
  • Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
  • Must be effective at listening to, understanding, and clarifying the issues raised by Associates, Supervisors, Department Heads, Senior Management, and guests.
  • Must be able to work well in stressful, high pressure situations.
  • Must be able to work with and understand financial information and data, and basic arithmetic functions.
  • Must maintain composure and objectivity under pressure.

Essential Duties & Functions

  • Approach all encounters with guests and associates in a friendly, service-oriented manner.
  • Maintain regular attendance in compliance with Kalahari Resort standards, as required by scheduling which will vary according to the needs of the resort.
  • Maintain high standards of personal appearance and grooming, which include wearing the proper uniform, nametag, Promise button, when working.
  • Comply at all times with Kalahari Resort standards and regulations to encourage safe and efficient resort operations.
  • Associates are at all times attentive, friendly, helpful and courteous to all guests. Managers and fellow associates.
  • Obtain all necessary information when taking room, cabana, and bungalow reservations and follow the rate-quoting scenario.
  • Fully comprehend and operate all relevant aspects of the Front Desk computer system, copiers, fax machines and other office equipment.
  • Be aware of all rates, packages, and promotions at the resort.
  • Be familiar with all in-house groups and activities.
  • Follow and enforce all Kalahari Resort cash handling and credit/debit policies.
  • Maintain proper operation of the PBX console and ensure that all standards are met, if applicable.
  • Establish and maintain good communications and teamwork with fellow associates and other departments within the resort.
  • Have knowledge of and assist in all emergency procedures as required.
  • Ensure that all guests are checked in/out in a friendly, efficient, courteous and confidential manner based on resort standards.
  • Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
  • Log all guests’ requests for service and follow through to ensure satisfaction.
  • Answer guest inquiries about resort services, facilities and hours of operation in a timely manner.
  • Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
  • Be familiar with all in-house groups.
  • Be aware of closed out and restricted dates or minimums.
  • Be familiar with hospitality terminology.
  • Use proper two-way radio etiquette at all times when communicating with other associates.
  • Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
  • Maintain and market promotions and guest programs.
  • The ability to be proactive, flexible and take on the most effective roll at any given time.
  • Maintain a clean work area.
  • Attend meetings/training as required by management.
  • Perform other duties as requested by management.
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About this Employer

Kalahari Resort & Conventions - Sandusky, OH

7000 Kalahari Drive
Sandusky, OH 44870

890 Room Resort

www.kalahariresorts.com

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