PBX OPERATOR

Job Details

• Location:
  
  Albuquerque, NM 87113
• Position Type:
  Full Time
• Salary Range: $16.82 - $18.93 hourly
• Job Shift: Any
• Job Category:
  Resort

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 attracts and retains a qualified workforce, provides opportunities for qualified team members, and contributes toward the ongoing success at Pueblo of Sandia today and in the future.

• Operate a computer-based telephone system routing internal and external calls to appropriate departments.
• Handle and track all guest related issues and their needs using HotSOS software.
• Utilize the property management system to provide personalized service to hotel guests.
• Support Front Desk staff using the property management system for room charges, guest privacy, etc.
• Obtain reports on cash‑paying guests from SMS software and post charges to guest accounts.
• Enter and confirm guest wake‑up call requests into IP Agent telephone system.
• Place out‑of‑state and international calls.
• Take restaurant reservations.
• Coordinate specific information to both internal and external inquirers, as required.
• Perform various clerical duties as required.
• Take messages when employees cannot be reached.
• Attend and complete all required departmental training.
• Work collaboratively to deliver the highest degree of service to the guests.
• Maintain punctual and regular attendance and report to work based upon the assigned schedule in accordance with the Attendance Policy for Pueblo Sandia.

• Perform other job‑related duties as assigned.
• Provide a quality guest service experience, especially for Team members working in public areas.

• Serve as the initial point of contact for guest inquiries in a courteous and attentive manner.
• Reflect trust, comfort, and understanding by demonstrating empathy for guests when problems occur.
• Resolve all issues in a timely manner, ensuring guest satisfaction and exceeding expectations, with knowledge of all products and services offered.
• Build relationships with guests based on respect and confidence while maintaining a friendly, approachable demeanor.

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

• Knowledge of PBX telephone consoles and related equipment.
• Ability to promote positive guest relations with all telephone callers.
• Ability to work cohesively with co‑workers as part of a team.
• Ability to work with minimal supervision.
• Ability to remain in a stationary position for extended periods of time.
• Strong interpersonal communication skills.
• Proficiency with PC skills.
• Ability to interact and communicate with people over the telephone, often in stressful situations.
• Ability to verify data input and correct errors.
• Knowledge of telephone system and dialing procedures, including long distance, international, and internal calls.
• Basic data entry and/or word processing skills.
• Knowledge of policies and procedures for the imparting of directory information over the telephone.
• Clerical and basic office skills.
• Knowledge of customer service standards and procedures.

Required:

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

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

• Must be able to successfully pass a stringent background investigation.
• Requires a pre‑employment and random…