PABX - Telephone Operator

Our Concierge team is dedicated to accommodating guest requests from the ordinary to the extraordinary.

Purpose 

To courteously answer in-coming calls, assist with guests’ requests and to handle messages accurately and in a timely manner.  

Job Responsibilities 

General 

• Executes all tasks assigned by his/her superiors 
  
  
• Demonstrates a high degree of standards awareness; promotes teamwork and acts as role model 
  
  
• Attends all scheduled training sessions 
  
  
• Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers; lives the Golden Rule 
  
  
• Adheres to the hotel's code of conduct and grooming & hygiene standards 
  
  
• Is seen as working hands-on, assists colleagues in crunch times; Walks the talk 
  
  
• Actively participates in briefings and meetings 
  
  
• Maintains a clean and orderly work area and promotes a safe working environment  
  
  
• Performs any cognate duties as and when required. 
  
  

Departmental 

• Highly motivated to interact with a discriminating clientele to exceed guest expectations, focused on meeting Four Seasons standards of excellence and achieving defined results 
  
  
• Provides general information and inquiries to all callers and is familiar with all Resort services, hours of operation, key hotel personnel, daily activities, special function, etc  
  
  
• Is proficient with telephone switchboard, the hotel computer system and facsimile machines. 
  
  
• Answers all incoming calls promptly with a pleasant tone of voice, using names when possible, and routes calls to proper extensions. 
  
  
• Accepts and places wake-up calls for hotel guests 
  
  
• Prepares and updates the telephone extension directory as required 
  
  
• Ensure accurate preparation and posting of charges for operator assisted calls 
  
  
• Respond properly in any hotel emergency or safety situation. 
  
  
• Assist with "Do Not Disturb" requests, screening calls, busy extensions, transferring calls, call forwarding, call holding, call pick-up, call waiting, three-way conversations, collect calls, visitors, and paging equipment  
  
  
• Report and log all telephone maintenance and operational problems, ensure follow- up on a continuous basis 
  
  
• Review telephone bills, resolve discrepancies, monitor call accounting system and interface with computer system to maximize revenues 
  
  
• Assist the manager/supervisor in the reconciliation of monthly telephone bills 
  
  
• Maintain record of existing equipment, changes, additions and deletions 
  
  
• Ensure messages are handled accurately and in a timely manner 
  
  
• Maintain upkeep of phone equipment and headsets, handle telephone change orders and reconcile invoices for servicing of the equipment 
  
  
• Coordinate all special telephone requests for guests in meeting or guest rooms 
  
  
• Assists the Reservations department as needed. 
  
  
• Ensure Fax received for internal and external guests should be delivered promptly. 
  
  
• Ensure that All Four Seasons Chats should be acknowledged before 90 seconds.  
  
  
• Answer and follow-up all guests requests through Four Seasons Chats as per FS Chat Standards 
  
  
• Coordinate all buggy entries and requests.  
  
  
• Pre-arrival chat message to be sent to guests. 
  
  
• Perform any other cognate duties as and when required.  
  
  

Special Requirements 

• Holds a diploma in Hospitality and/or 1 -2 years of relevant experience in 5 star hotels/resorts.  
  
  
• Fluent in both English and French, an additional third language beneficial 
  
  
• Possesses excellent math and psychometric abilities. 
  
  
• Possesses business acumen, well developed guest skills and personal flair. 
  
  
• Computer literate and working knowledge of Opera/ PMS. 
  
  

Compliance Policies 

Grooming Policy 

Confidentiality Agreement 

Policy Against Harassment 

Electronic Systems Policy 

Code of Business Conduct and Ethics 

Employee Handbook Acknowledgement Form