PBX Agent

A PBX Agent accepts, delivers and responds to Guest and management messages, enquiries and emergencies and uses their knowledge of the hotel facilities, services, and the local vicinity to quickly respond to the customer.

What will I be doing?

As a PBX Agent, you will accept, deliver and respond to Guest and management messages, enquiries and emergencies using their knowledge of the hotel facilities, services, and the local vicinity to quickly respond to the customer. PBX Agent contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

Achieve positive outcomes from Guest queries in a timely and efficient manner
Accept and deliver all messages correctly and promptly for both Guests and management
Ensure all wake up calls take place at the correct time
Demonstrate knowledge of all hotel facilities and service and use up-selling techniques to promote these offerings when the appropriate
Handle emergency calls immediately and relay comprehensive and accurate information, as required
Demonstrate a high level of customer service at all times
Comply with hotel security, fire regulations and all health and safety legislation
Attend appropriate training courses, when required
Demonstrate a knowledge of all hotel services, local attractions and landmarks in the hotel vicinity
Follow company brand standards
Assist other departments, as necessary
RequirementsWhat are we looking for? PBX Agents serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow: Positive attitude and good communication skills, especially on the telephone
Commitment to delivering a high level of customer service
Ability to work on your own and as part of a team
Competent level of IT proficiency
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions: Previous experience in a customer-focused industryWhat will it be like to work for Hilton? Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all

Source: Hospitality Online

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