Position Summary

PBX is the core of the Sandia Resort & Casino operation, maintaining communication between customers, guests, and staff. The PBX Operator will efficiently distribute calls to various individuals and departments to ensure timely response to any information request and to the guest’s satisfaction.

Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provide opportunities for qualified team members, and contribute towards the ongoing success at Pueblo of Sandia today and in the future.

Essential Duties and Responsibilities

1. Operates a computer-based telephone system routing internal and external calls to appropriate departments.
2. Handles and tracks all guest related issues and their needs using HotSOS software.
3. Utilizes the property management system to provide personalized service to the hotel guests.
4. Utilizes the property management system in support of Front Desk staff including room charges, guest privacy, etc.
5. Obtains reports on cash paying guests from SMS software and posts charges to guest accounts.
6. Enters and confirms guest wakeup call requests into IP Agent telephone system.
7. Places out of state and international calls.
8. Takes restaurant reservations.
9. Coordinates specific information to both internal and external inquirers, as required.
10. Performs various clerical duties as required.
11. Takes messages when employees cannot be reached.
12. Must attend/complete all required departmental training.
13. Works collaboratively to deliver the highest degree of service to the guests.
14. Punctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned scheduled each day in accordance with the Attendance Policy for Pueblo Sandia.

Additional Responsibilities

1. Performs other job-related duties as assigned.
2. A quality guest service experience is an essential component for all Team members working at the Pueblo of Sandia particularly those positions assigned to work in all public areas.

Team members in this capacity:

1. Serves as the initial point of contact for guest inquiries in a courteous and attentive manner.
2. Reflects a sense of trust, comfort and understanding by demonstrating empathy for guests when problems occur.
3. Resolves all issues in a timely manner, ensuring guest satisfaction and exceeding expectations. Possesses knowledge and understanding of all products and services offered.
4. Builds relationships with guests based upon, respect, and confidence while maintaining a friendly, and approachable demeanor.

Key Performance Indicators

This position has Key Performance Indicators (KPI’s) identified as a measurement of success. KPI’s will be shared with all team members who work in this job title and feedback will be provided regarding the successful completion of the KPI’s as part of the performance review process.

Knowledge, Skills, and Abilities

1. Knowledge of PBX telephone consoles and related equipment.
2. Ability to promote positive guest relations with all telephone callers.
3. Ability to work cohesively with co-workers as part of a team.
4. Ability to work with minimal supervision.
5. Ability to remain in a stationary position for extended periods of time.
6. Must have good interpersonal communication skills.
7. Must have good PC skills.
8. Ability to interact and communicate with people over the telephone, often in stressful situations.
9. Ability to verify data input and correct errors.
10. Knowledge of telephone system and dialing procedures, including long distance, international and internal.
11. Basic data entry and/or word processing skills.
12. Knowledge of policies and procedures for the imparting of directory information over the telephone.
13. Clerical and basic office skills.
14. Knowledge of customer service standards and procedures.

Education and Experience

Required:

1. One (1) year of experience in a hotel or resort.
2. High School diploma or GED equivalent required.

Preferred:

Note: Relevant work experience or education may be substituted to satisfy education and/or work experience.

License/Certifications/Registrations

1. Must be able to successfully pass a stringent background investigation.
2. Will require a pre-employment and random drug screening.

Physical Requirements/Working Conditions

The following selected physical activities are required to perform the essential functions of this position

Physical Requirement

Description

Balancing

Maintaining body equilibrium to prevent falling and walking, standing, or crouching on narrow, slippery, or erratically moving surfaces. This factor is important if the amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.

Feeling

Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.

Finger Dexterity

Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.

Grasping

Applying pressure to an object with the fingers and palm.

Hearing

Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.

Kneeling

Bending legs at knee to come to a rest on knee or knees.

Lifting

Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles.

Pulling

Using upper extremities to exert force to draw, haul, or tug objects in a sustained motion.

Pushing

Using upper extremities to press against something with steady force to thrust forward, downward, or outward.

Reaching

Extending hand(s) and arm(s) in any direction.

Seeing

The ability to perceive the nature of objects by the eye.

Walking

Job requirements include, in the performance of duties, walking throughout the work area, on various work surfaces throughout internal or external locations.

Seeing

The ability to perceive the nature of objects by the eye.

Sitting

Particularly for sustained periods of time.

Standing

Particularly for sustained periods of time.

Stooping

Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles.

Talking

Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

List Working Conditions Required:

The worker is subject to:

1. Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
2. Inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes.
3. Non-adverse environmental conditions (as in typical office or administrative work).