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HOTEL PBX OPERATOR - Seven Clans Casinos –Thief River Falls




RATE OF PAY: Depending upon experience

LOCATION: Seven Clans Casinos –Thief River Falls, MN

OPENS: May 17, 2017

CLOSES: May 31, 2017


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.


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.


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


20595 Center St E. Thief River Falls, MN 56701


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