Type of Position: Full-Time
Category: Customer Service Job Description
Description of the Position:
The PBX Operator is responsible for answering all incoming calls with a welcoming, positive, and engaging tone when directing calls, and providing property-wide information, booking special events, and securing and taking hotel reservations. The PBX Operator carries out additional responsibilities as assigned by the PBX Manager.
Primary Duties, Responsibilities, and Tasks:
•All team members are obligated to support and uphold the Valley View Casino’s Standards of Excellence as outlined in the Team Member Guide to Success.
•Maintain positive guest relations at all times, resolving guest complaints and ensuring guest satisfaction. Greet guests in a courteous and caring manner using personalized service.
•Answers incoming calls in a prompt and courteous manner adhering to guest service guidelines.
•Displays ability to work in a fast-paced environment with the ability to utilize multiple software programs.
•Provides efficient guest service for callers while maintaining working knowledge of all promotions, special events and amenities offered.
•Responsible for completing assigned data entry tasks on a daily basis with accuracy.
•Answer inquiries pertaining to hotel, registration of guests, dining, entertainment, and travel directions.
•Responsible for booking guests for special events and other promotions.
•Responsible for booking hotel reservations and adhering to daily goals.
•Ability to learn multiple computer applications and software programs to perform necessary duties of the position.
•With a working knowledge of proper emergency procedures, administer same over the intercom system in a calm, clear voice, as needed.
•Contacts in-house Security and Emergency Medical Technicians as needed, and calls for help from outside agencies (Police, Fire Department, etc.) when deemed necessary to report emergency situations.
•Effectively resolves minor customer conflicts/complaints, or refers matter to the appropriate department or individual, for proper resolution.
•Maintains a working knowledge of facilities and current and upcoming special events in order to advise customers and fellow Team Members of the same, whenever possible.
•Monitors radio communications and contacts various areas through the radio system.
•Other duties as assigned by the PBX Manager.
•Responsible for maintaining a consistent, regular attendance record.
•Responsible for conducting all responsibilities in a professional and ethical manner.
•All team members are responsible for understanding and accurately communicating promotions in their entirety.
•High school diploma or GED equivalent.
•One year of customer service experience.
•Ability to remain calm when responding quickly and appropriately to emergency situations.
•Ability to type 30 words per minute.
•Demonstrated proficiency with data entry and 10-key.
•Demonstrated proficiency with Microsoft Word.
•Ability to operate a computer, paging system, beepers, radios, copy machine and fax machine.
•Ability to accurately complete assigned data entry tasks on a daily basis.
•Excellent communication skills and a clear and pleasant speaking voice. Ability to speak effectively through paging system to entire property as well as in one-on-one situations with guests and other Team Members of company.
•Ability to multi-task between incoming guests, team members, phone calls and clerical duties.
•Ability to read and interpret documents such as instructions, guidelines, policies and procedure manuals.
•Ability to write routine reports and correspondence.
•Ability to work with mathematical concepts such as addition, subtraction, multiplication and division.
•Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
•Ability to define problems collects data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of instructions. Ability to apply commonsense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables.
•Must use good judgment when providing information to our guests.
•Must display the ability to maintain positive guest relations at all times.
•Must apply for, receive, and maintain a Gaming License from the Tribal Gaming Agency.
•Must successfully pass a drug screening test.
•Must be able to successfully pass applicable auditions or skill testing.
•Bi-lingual in English and a second language.
•Experience in hotel operations.
•Demonstrated proficiency in Microsoft Excel
•Ability to understand oral and verbal communication while using Valley View Casino & Hotel’s communication tools which include but are not limited to radios, cell phones, and or email.
Physical Requirements of the Position:
The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job.
•Clear vision (close, distant, peripheral, and depth perception) is needed for navigating office and casino environments, reading and reviewing reports and policies, operating data processing equipment and other essential job functions.
•While performing the duties of this job, the Team Member is regularly required to talk and hear.
•The Team Member may be required to stand, walk, and sit and use hands to manipulate, handle, or feel.
•The Team Member is regularly required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and taste or smell.
•The Team Member must frequently lift and/or move up to 25 pounds.
•The Casino is open 24 hours per day, seven (7) days per week; therefore, you must be flexible to work any and all shifts.
•While performing the duties of this job, the Team Member is exposed to second hand tobacco smoke, moving mechanical parts, risk of radiation from computers, and fumes or airborne particles.
•The Team Member is usually subject to inside environmental conditions, which provide protection from weather conditions, but not necessarily from temperature changes.
•The Team Member is occasionally subject to outside environmental conditions and to wet and/or humid conditions.
•The noise level in the work environment is usually moderate. When on the casino floor, the noise level increases to loud.
•Native American hiring preference applies.
•This job description does not list all the duties of the job. You may be instructed by management to perform other tasks or functions.
•You will be evaluated in part based upon your performance of the tasks listed in this job description and your ability to commit to the Standards of Excellence.
•Management has the right to revise this job description at any time.
•The job description is not a contract for employment.