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PBX Operator

Apply now Position: PBX Operator (Full time #536671)
Property / Office: Mandarin Oriental Bosphorus, Istanbul
Location: Istanbul, Turkey

Duties & Responsibilities

  • To observe and ensure all colleagues are performing their duties in accordance with established hotel policies and procedures.
  • To ensure data entry and data collection of PBX team is error-free.
  • To ensure that guests’ requests are communicated to the relevant department in a timely manner through HotSOS system to ensure seamless service delivery.
  • To ensure arrival and departure experience is as per standard.
  • To make sure the daily operation is smooth at the PBX sections.
  • To ensure staff punctuality, uniforms, equipment, personal hygiene and grooming are in line with MOHG standards.
  • To ensure that PBX work area in a clean and tidy manner, according to hotel policies and standards.
  • To ensure guest feedbacks and comments are handled or monitored until full guest satisfaction is achieved.
  • To continuously monitor staff performance and provide on-the-job leadership guidance.
  • To perform Training and Quality Control Checks regularly.
  • Regularly spot check on shift checklists to ensure tasks are completed.
  • To monitor the correct billing of revenues, cash control, float balances and credit balances of guest in-house. 
  • To provide courteous, efficient call handling and service delivery in a prompt and clear manner to meet and exceed guest expectations.
  • To handle all internal and external calls in a courteous and professional manner, providing accurate information whilst delivering LQE, Pillar and MOQA standards.
  • To handle all emergency calls. Ensure clear and accurate inter – departmental communication in order to provide a safe environment for our guests and employees by informing Security Department in a timely manner.
  • To prepare in room guest letters and communication documents.
  • To receive, process and deliver wake up calls in an accurate manner.
  • “Wake up call with beverage” rooms to be well coordinated with IRD runners.
  • Check through the arrival report and ensures that the necessary preparations are done by respective departments.
  • Check daily event order and ensure that the necessary information shared with PBX team.
  • Offers medical assistance or arrangement when necessary, by informing Manager on Duty.
  • To support Front Desk, Guest Relation, Butler teams when needed and always ensuring          personalized and professional service delivery to our guests.
  • To perform all functions in all FO divisions when needed.
  • To promote and ensure that MOHG standards of Legendary Quality Experience and Guiding Principles are enforced, fully implemented, maintained, and exceeded throughout, to reach guest satisfaction.
  • To promote a climate of enthusiasm in the workplace.
  • To monitor service delivery by implementing action plans to meet and exceed our guests’ expectations.
  • To carry out any other reasonable requests that is directed by Front Office Manager.
  • To maintain permanent communication channels with all colleagues and ensure their feedback is acknowledged and auctioned when needed.
  • To ensure accurate information is communicated to the PBX team relating to any upcoming special requirements.
  • To receive and perform handovers from shift to shift, ensuring consistent and full information is given/taken.
  • To identify and praise colleagues that are recommended by guests for their good work.
  • To monitor training of new colleagues and their progress.
  • To lead in the event of an emergency and ensure procedures are followed and respected based on Safe and Sound program.
  • To ensure colleagues are completely informed of Standard procedures, including emergency situations.

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