PBX Operator / Langham Touch Agent

PRIMARY OBJECTIVE OF POSITION:

Answer internal and external telephone calls in a friendly and courteous manner and direct calls through the hotel switchboard.  Input wake up calls and messages into the system, retrieve messages as requested.  Actively coordinate communications within the hotel and act as a liaison to internal and external guests.  Receive, log and dispatch internal and guest request calls and follow up each call for completion. Listen to and resolve all guest concerns directed to the department. All Langham Touch/PBX Operators to be fully versed in the Forbes service standards.

RESPONSIBILITIES AND JOB DUTIES:

• Promptly answer telephone calls and greet callers with a positive and clear voice.  Listen to ascertain the correct extension.  Reading and using a moderately complex computer console, direct calls to appropriate line.  Requires sitting in a confined space for long periods of time to continuously perform essential functions.
• Transcribe complete messages and repeat information to verify accuracy.  Input and retrieve messages from the computer as requested. Read and verbally recite exact messages for guests.
• Be fully versed on all Food & Beverage related information such as In Room Dining menu, outlet operating hours, and basic Chuan Spa information
• Know and understand all amenities in guest rooms so that all guest questions can be answered promptly
• Receive wake-up call information, input cautiously into the automated wake-up system and verbally confirm time to guest.
• Act as dispatcher for security, guest services and property operations employees. 
• Log and follow up on the completion of all internal and external requests 
• Briefly answer basic inquiries, e.g., time, extension numbers, outlet hours, etc.
• Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with established procedures.  Initiate emergency response as necessary and legibly document pertinent details.
• Remain calm and polite especially during emergency situations and/or heavy hotel activity.
• Resolve complications and complaints such as missed wake up calls, service failures or missed messages using previous experience and good judgment. 
• Ensure sound judgment to escalate pertinent issues to management.
• Prepare summary reports of daily activity and send to management. 
• Operate facsimile machine to send, receive, and log transmissions. 
• Maintain an alert, attentive, calm, and reassuring tone of voice.
• Be responsive to guest’s requests by communicating their needs to appropriate departments in a prompt and courteous manner.
• Be fully versed on both Forbes service standards and Langham Brand Standards.
• Other duties and special projects assigned by the supervisor, such as room reservations processing, selected Guest Service Agent function, development and analysis of PBX reports regarding call volume, service levels and others.
• Ensure confidentiality of hotel guests and hotel colleagues’ information

PHYSICAL DEMANDS:

• Requires sitting for long periods of time with little latitude for movement.
• Requires the ability to speak clearly and with good diction.
• Requires the ability to receive and proves oral data rapidly and accurately.
• Lifting of 20 pounds with carrying of objects such as dockets, ledgers weighing up to 10 pounds.
• Walking is only required occasionally.  No significant amount of standing is required.

SPECIAL SKILLS REQUIRED:

• Ability to effectively deal with colleagues and guests, some of whom will require high levels of patience, tact and diplomacy. 
• Considerable ability to listen effectively and speak English clearly on the telephone in a polite and understandable manner is required.
• Ability to access and accurately input information using a moderately complex system required.
• Ability to read the English language to fully comprehend and communicate clearly all guest messages.
• Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other employees.

EDUCATION REQUIRED:

Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skill and abilities.  High school diploma preferred.

EXPERIENCE REQUIRED:

Prior hospitality and/or communications experience preferred.

LICENSES OR CERTIFICATES:

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

Majestic views of the cityscape, the Chicago River, and Lake Michigan. All housed in a skyscraper designed by renowned architect Mies van der Rohe. Situated in downtown Chicago, our hotel is mere minutes from the Loop, Grant Park, Magnificent Mile, Millennium Park, and Navy Pier. Discover the perfect blend of convenience and stylish comfort only at The Langham, Chicago.

For more information about the property, please visit: https://www.langhamhotels.com/en/the-langham/chicago/