PBX Agent

PBX Agent is responsible for answering incoming calls and directing calls to guest rooms through the telephone console or to hotel personnel or departments.

Taking and distributing messages for guests, providing information on guest services, and answering inquiries about public hotel events.

• Answers incoming calls.
• Directs call to guest rooms, staff, or departments through the switchboard or PBX system.
• Places outgoing calls.
• Receives guest messages and deliver the same to the guest.
• Logs all wake-up call requests and performs wake-up call services.
• Provides information about hotel services to guests.
• Understand the telephone operator board or PBX switchboard operations.
• Knows what action to take when an emergency call is required.
• Monitors automated systems including fire alarms and telephone equipment when engineering and maintenance department is closed.
• Assists in reporting telephone equipment or service complaints and problems.
• Trains or assists with training new telephone operators in performance of job duties.
• Open and close telephone functionality on the hotel front office software.
• Setup conference calls in different locations and time zones.
• Update directory information on the front office software.
• Provide relay service for hearing-impaired guests.
• Reports any unusual occurrences or requests to the manager or assistant manager.
• Knows all safety and emergency procedures. 
• Perform other duties as assigned.