Switchboard Operator

4 months ago

Vancouver, Canada Pinnacle Hotel Vancouver Harbourfront Full time

The Pinnacle Hotel Harbourfront is looking for our next great colleague to take on the role of Switchboard Operator (PBX). A member of the Front Office team, you are guest-focused, enthusiastic, and passionate about delivering outstanding guest service. You handle all incoming calls in a prompt, efficient, and courteous manner and play a crucial role in assisting with emergencies (fire, medical, power/system failure) by contacting designated personnel for immediate assistance.

**Key Responsibilities**:

- Processing all guest calls, requests, questions, or concerns in a professional manner.
- Routing callers to requested guest or hotel personnel and accommodating all requests swiftly.
- Following up with guests to ensure requests have been met to their complete satisfaction.
- Providing callers with accurate information on hotel facilities and services.
- Documenting all guest complaints and notifying designated department personnel for full resolution.
- Taking orders for In-Room Dining requests and forwarding all orders to the In-Room Dining Department.
- Taking Rooms Reservations and responding to all reservation-related inquiries.
- Accepting, recording, and delivering wake-up calls.
- Provide support at Front Desk as needed. Flexibility to cross train in other Front Office classifications to support team, e.g. night audit.
- Performing other duties, as assigned.

**Qualifications & Experience**:

- High school diploma / G.E.D. equivalent.
- Proficient working knowledge of computer software including Microsoft Office, Windows, Excel, Microsoft Word, etc.
- Experience working with Opera Property Management System (or other hotel Property Management System) an asset.
- Fluent English language skills, both written and verbal.
- Clear, precise, professional and genuine telephone manner.
- A high level of responsibility and exceptional organizational skills.
- A team player with proven success in relationship building.
- Proven ability to effectively multitask, solve problems and make decisions in a personable and confident manner.
- Previous Switchboard or Front Desk experience considered an asset.
- Must maintain flexible schedule to meet the business needs of a 24/7 hotel environment, including weekends, evenings and holidays.

**Job Types**: Full-time, Permanent

**Salary**: $24.67-$28.19 per hour

**Benefits**:

- Commuter benefits
- Company events
- Dental care
- Disability insurance
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Every Weekend
- Holidays

Ability to commute/relocate:

- Vancouver, BC V6E3T3: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (required)
- Switchboard: 1 year (required)
- Hotel or Hospitality: 1 year (preferred)
- Opera software: 1 year (preferred)

**Language**:

- English (required)

Work Location: In person

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