Pbx Operator

Job Summary:

Hotel Mandarin Oriental Barcelona is seeking a highly skilled and experienced Pbx Operator - Telephone Receptionist to join our team. As a key member of our front desk operations, you will be responsible for providing exceptional customer service to our guests and ensuring the smooth operation of our switchboard.

Main Responsibilities:

• To carry out the correct operating procedures under the direction of the Front Office Manager.
• To be fully conversant with posting and charging procedures for any connected calls.
• To be able to take messages in writing and ensuring delivery.
• To maintain a good working relationship with all departments.
• To be able to assist guests with internet access challenges.
• To be fully aware of the need for discretion in relation to hotel clients and employees, never giving out unauthorized information.
• To deal with emergency requests promptly and efficiently at all times.
• To report any telephone, internet, TV System and facsimile faults to the Manager and Supervisors, departmental contact or Service Company.
• To maintain good conduct in the switchboard area, keeping to scheduled shifts and arriving punctually at the stated time.
• To keep the daily information sheet and board updated at all times, ensuring that relevant information is handed over to all team members.
• To comply with hotel rules at all times and to maintain the highest standards of personal appearance and hygiene.
• To perform any other duties outside the normal daily tasks, but within the overall scope of the position.
• To report any console/system, bleep or telephone faults to the appropriate body, logging action.
• To make sure to assist all departments calls when they revert to the board.
• To prevent the unauthorized use of the telephone equipment.
• To be fully conversant with the operation of the fire procedures and assist the Front Desk Manager in ensuring that all operators are fully conversant with the procedures within one week of starting.
• To be fully conversant with all other emergency procedures; bomb threat, ambulance, police and doctor calls, assisting the Front Desk Manager in ensuring that all operators are likewise familiar.
• To assist with housekeeping reports of telephone faults or message lights needing repair and report faults accordingly.
• To be willing to cross train and assist in reception and concierge as needed.

Requirements:

• Previous service experience in a luxury hotel.
• Knowledge of computers and systems.
• Possess an excellent written and verbal command of Spanish, Catalan and English.
• Excellent overall communication skills.
• Strong desire to provide excellent guest service.
• Flexible schedules and hours, willingness to work on weekends.