The incumbent in this position is responsible for expediting all incoming calls in a timely and accurate manner, monitoring fire alarms, and responding to emergency situations, as well as handling guest messages, wake-up calls, and Cabana phone billings.
Receive internal and external calls in order to answer questions, direct calls or provide general information.
Log and distribute hotel guest, hotel management, and hotel executive’s messages, as well as handling of guest and wake-up calls.
Meet department standards regarding dialogue and customer courtesy.
Monitor engineering calls and provides accurate information to appropriate authorities during emergencies.
Must have ability to:
Use all equipment associated with the position, including but not limited to computer keyboard, PBX NEC console system, paging system, and two-way radios, beepers, and cellular phone equipment.
Reach equipment and supplies that are located on a raised panel, including the fire panel button, walkie talkie, wake-up clocks, clipboards, etc.
Use a computer effectively to access, understand, and input customer information.
Effectively communicate in English with customers and co-works.
Review and comprehend all necessary documentation.
Operate in a working environment that is sedentary in nature and subject to varying levels of noise.
Effective written and verbal communication skills required. These skills are typically acquired through two months of on-the-job training. Prior PBX experience helpful, but not required.
REGULATORY AND COMPLIANCE RESPONSIBILITIES
In addition to the other duties described herein, each and every employee has the following responsibilities related to compliance with laws and regulations:
Attend required training sessions offered by the Hard Rock.
Perform the duties described in compliance with local laws and regulations.
Take the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco.
Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the employee’s department.
Consult Internal Control Procedures and Policy Manuals for guidance.
Report illegal activity to Security or the appropriate levels of Management