PBX Agent/Telephone Operator

General InformationPress space or enter keys to toggle section visibilityCountry/RegionUnited States of AmericaProvince/CityDallas, TexasHiring EntityRosewood Mansion on Turtle CreekDepartmentRooms - Front OfficeJob TypeFull-time PermanentJob DescriptionPress space or enter keys to toggle section visibilityJob summary – To be responsible for answering and responding to internal and external calls in the hotel's continuing effort to deliver outstanding guest service and financial profitability.Essential Duties And Responsibilities – (Key Activities)The following are specific responsibilities and contributions critical to the successful performance of the position:Switchboard ResponsibilitiesMaintain and update property telephone directoryProgramming of phones and switchReport issues with phones and systemsMaintain inventory of guest room phonesAll incoming calls are answered with the appropriate greeting and directed to appropriate staff/departments.Monitor calls though Unifocus and follow up with the respective departments in case of escalation Dispatch housekeeping and engineering guest calls Record service requestsFollow up to ensure calls are completedAnalyze service reports to improve productivityEGG reporting, analysis and follow upProvide training to new team members on phone switch (including but not limited to using the DND function)Inform Managers on Duty of any guest complaints or 9-1-1 callsAdministrative ResponsibilitiesPosts room charges and taxes to guest accounts.Post charges to the guest accounts that have not been posted or were incurred on the night audit shift.Transfer charges and deposits to master accounts.Double check all routing and deposits for accuracy. Input mini bar postings and ensure posting accuracyAudit Daily Cashier postingsAssist Front Office Managers with staff Cashier TrainingTo verify that all transactions performed at the front desk are supported by documentary evidence and signatures as necessary and that they have been correctly posted and allocated in to PMS system.To Verify that all charges posted from the POS Software, reached the correct guest folios and are not missing.Verifies all account postings and balances.Verifies that room rates are correct and posts those rates to guest accounts.Answer telephone and email inquiries in a timely manner. Respond to all Guest Preference Forms on a daily basis. Effectively share and communicate areas for additional follow up to necessary departmentsHandle credit card authorization form process (once received, ensure that reservation is in system, add notes, set up routing, verify card is valid, submit authorization to accounting once processed)Review daily cancellations/no-shows charges - (Compare no-shows with overnight MOD Pass-On. Make sure they match. Usually if a reservation is reinstated, it will not be on the MOD Pass-On as a no-show. Update the cancellation/no-show Excel Spreadsheet.) Post no-show room revenue Review arrivals report and trace amenities, specific requests and keep profile notes updated/organizedMonitor PBX emails and Front Office emails –ensure folio requests and other inquirires are responded to in a timely manner. This list of essential functions is not exhaustive and may be supplemented as necessary.Experience –Minimum two year’s hospitality experience. Hotel reservation and/or front office experience preferred. General Skills –Excellent organizational skills, flexibility.Excellent interpersonal skills. Superior oral/written communication skills; ability to interact successfully with all levels.Excellent telephone etiquette.Tact and good judgment and proven experience interacting with customers and hotel management.Technical Skills –Strong technical skills in Word, Excel, Outlook along with good internet navigation skillsExperience with hotel PMS systems and operational proficiency.Knowledge of general office equipment (e.g., Switchboard, Telephones Systems, fax machine, copy machine, printers).Education or Certification -College Degree preferred Language -Required to speak, read and write English, with fluency in other languages preferredOthers –While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.About UsPress space or enter keys to toggle section visibilityOne of the most romantic hotels in Dallas, Rosewood Mansion on Turtle Creek® retains the intimate ambience of the private residence it once was. Meticulously restored interiors and impeccable service, attentive associates and thoughtful amenities make it an icon among Dallas luxury hotels. For decades, the Mansion Restaurant has been acclaimed as one of the best restaurants in Dallas for fine dining. A proud tradition of culinary excellence is at the heart of all dining experiences at Rosewood Mansion on Turtle Creek, which also presents guests with options for al fresco and in-room dining.