Pearson New International Edition International pcl tp indd 1

PBX (Telephone) Operator
(11)
Responsible to professionally answer and route telephone calls throughout the property, provide accurate information, and
promote the highest levels of guest satisfaction.
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Professionally answers and routes telephone calls throughout the property.
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Ensures that guest-related issues are resolved.
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Makes sure that correct information and instructions are given to guests and that follow-up calls to guests are
completed as necessary.
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Enters guest wake-up calls as requested; ensures that these calls are placed in a timely manner; and conducts
follow-up calls on incomplete wake-up attempts.
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Inputs and retrieves text and voice messages correctly.
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Routes emergency calls to appropriate departments; follows hotel requirements regarding the contact of officials for
emergencies; and completes accurate records of emergency calls. Remains calm and is able to calm callers while pro-
viding information that helps ensure their safety.
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Answers the department’s general phone when necessary.