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HOTEL PBX OPERATOR - Seven Clans Casinos –Thief River Falls

 

** EXTERNAL POSITION OPENING **

HOTEL PBX OPERATOR

RATE OF PAY: Depending upon experience

LOCATION: Seven Clans Casinos –Thief River Falls, MN

OPENS: May 17, 2017

CLOSES: May 31, 2017

POSITION OBJECTIVES:

Reports directly to the Hotel Manager. Responsible for assisting guests over the telephone, internet, or via fax line. Performs all functions in accordance with applicable federal/state/local laws and gaming regulations, the objectives of established policies, procedures and controls.

DUTIES AND RESPONSIBILITIES:

Responsible for greeting guests over the telephone, answering questions, providing directions and amenity information. Provides friendly service to all customers who contact the Room Reservations/PBX department.

• Greets guests on the telephone by saying "Good Morning", "Good Afternoon", or "Good Evening" depending on the time of day. Introduces himself/herself by name and asks the guest how they may be of assistance.

• Provides information to guests as may be required.

• Promptly answers telephone calls, speaking English, greet callers with a positive and clear voice; listen to ascertain the correct extension; reading and using a moderately complex computer system, direct calls to the appropriate line.

• When connecting calls follows protocols as identified in the Hotel Standard Operating Procedures (SOP) Manual.

• Transcribes complete messages and repeat information to verify accuracy; input and retrieve messages from the computer as requested; read and verbally recite exact messages for guests.

• Receives wakeup call information and ensure request is properly processed.

• Answers basic inquiries, including, but not limited to time, extension numbers, outlet hours, etc...

• Immediately answers the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with established procedures; initiate back-up emergency response as necessary and legibly document pertinent details.

• Remains calm and polite especially during emergency situations and/or heavy hotel activity; resolve complications and complaints such as missed wake up calls or missed messages using previous experience and good judgment.

• Ensures all assigned administrative work is completed prior to the end of each shift.

• Briefs oncoming front desk shift members of anything unusual that may have occurred during the shift and/or any items such as maintenance or service issues that may be pending.

• Reports to work, takes authorized breaks, and completes shift as scheduled. Notifies supervisor in accordance with procedures when unable to do so.

• Uses equipment and supplies as required ensuring standards are maintained in a safe manner.

• Ensures compliance with all applicable regulations, laws, internal policies/procedures, and internal control protocols.

• Performs other related duties as may be assigned by reporting senior.

REQUIRED QUALIFICATIONS:

It required the Front Desk have a High School Diplomat or GED.

SEND COMPLETE RESUME/TRANSFER REQUEST TO:

rebecca.johnson@7clans.com – Human Resources Office,

20595 Center St E. Thief River Falls, MN 56701

 

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