PBX Operator

We're Sonesta International Hotels.
The 8th largest hotel company in the U.S.-and growing fast.

An epic blend of full-service and focused hotels in major cities, Sonesta's uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect.

Together We Thrive-bringing quality, value, and amazing hospitality to every guest, every stay, across 1000+ properties in eight countries and counting.

Job Description Summary

This position handles all incoming communications, assisting with needs and providing services to guests and associates in a courteous and professional manner.

Job Description

Key Job Functions

• Effectively utilize the phone, push to talk radios and alarm systems in the Front Office area.
• Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process.
• To appropriately protect confidential guest information and guest room key access according to front office SOP's.
• To be generally familiar with check in and check out procedures.
• Be generally familiar with all hotel rate plans, rate codes and reservation procedures.
• Be familiar with all hotel amenities (to include Wireless Internet, Travel Pass Program and Laundry Services).
• To be familiar with all hotel facilities (to include F&B outlets, Business Center, Fitness Center, Outdoor Pool, Meeting Space, Parking Garage).
• To be familiar with the inter-relationship between the different departments (Front Desk, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing)
• To be familiar with local attractions and businesses.
• Familiar with all reservation special packages.
• Answer the phone and push to talk radio with a smile in your voice, greeting both internal and external guests with a warm welcome and meeting all reasonable requests. Direct phone calls to appropriate personnel.
• Perform other duties & special projects as assigned by the management team.
• Employee must be able to work swing shifts, weekends, holidays and nights.
• Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.
• Deliver Passionate & Engaging Service to our Guests
• You will be passionate and truly engaged in taking care of our guests, recognizing individual guests and anticipating their unique needs in order to exceed their expectations
• You will consistently deliver our GUEST model:
  • Greet or welcome everyone, warmly with a smile
  • Use eye and ear contact and guest's name
  • Establish/anticipate needs
  • Solve and own all requests/complaints
  • Thank everyone

Qualifications and Skills

A candidate for this position must possess the following applicable knowledge, skills and abilities and be able to demonstrate and provide applicable examples to support his/her competency.

• One year certificate from college or technical school, or three to six months related experience and/or training or equivalent combination of education and experience
• Knowledge of Opera and internet software preferred
• Ability to read and comprehend simple instructions, short correspondence and memos
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
• Track record of delivering exceptional guest or client experience
• Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.
• Bi-Lingual communications skills a plus
• Strong communication skills
• Appropriate professional appearance and demeanor

Physical Demands

While performing the duties of this job, the employee is regularly required to stand; walk and talk or hear. The employee is frequently required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to sit; climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 50 pounds. Specific vision abilities required by this job include close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job

The noise level in the work environment is usually moderate.

Additional Job Information/Anticipated

Pay Range

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance

Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.