Position Summary: The PBX Phone Operator/Receptionist serves as the first point of contact for guests and callers of The Nittany Lion Inn, managing all incoming calls with professionalism and courtesy. This role is essential in delivering outstanding guest service by efficiently handling hotel switchboard operations, coordinating guest requests, and assisting with administrative and front office duties as needed. Essential Duties and Responsibilities: Guest Service & Communication Answer all incoming internal and external calls promptly and professionally, following the hotel’s telephone etiquette standards. Direct calls appropriately to departments or team members. Handle guest inquiries, requests, and concerns with a courteous and helpful approach, escalating as needed. Provide general information about the hotel, local attractions, and dining recommendations. Assist in wake-up calls, messaging, and emergency communication procedures. Maintain confidentiality and privacy standards at all times.
Operational Support Monitor and maintain accurate logs of calls, guest requests, and incident reports. Utilize the property management system (PMS) to look up reservations, verify guest information, or note special requests. Support front desk team with administrative tasks such as filing, preparing reports, and maintaining guest service logs. Communicate service requests or maintenance needs to appropriate departments and follow up to ensure timely resolution.
Teamwork & Professionalism Work collaboratively with front office, housekeeping, engineering, and management teams to ensure smooth communication across departments. Maintain a clean, organized, and professional work environment at the PBX/reception area. Exhibit a warm and welcoming demeanor, acting as a brand ambassador for The Nittany Lion Inn and Scholar Hotels.
Qualifications: High school diploma or equivalent required; some college or hospitality training preferred. Previous experience in a hotel or customer service-related position highly preferred. Excellent verbal communication and active listening skills. Proficient with multi-line phone systems, Microsoft Office, and hotel PMS systems (e.g., Opera, Maestro, etc.) Ability to multitask in a calm and efficient manner during high call volume or emergency situations. Strong interpersonal skills and a commitment to guest service excellence.
Physical Requirements: Ability to sit or stand for extended periods. Manual dexterity to operate phone systems, computers, and office equipment. May occasionally need to lift or move items up to 25 pounds.
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