START Chapter 8.1

8.1 Getting to Know the PBX Operator

The primary job of a PBX operator is operating the property’s telephone switchboard.
The PBX operator is the primary source of information for property guests and employees.
Characteristics of PBX Operators: Friendliness, Confidence, Thoughtfulness, Clarity, Creativity, Enthusiasm, Integrity, Tact, Pride
Friendliness. When talking on the telephone, the PBX operator relates information to the caller a and attitude. A cheerful voice will make all callers feel welcome.
Confidence. A PBX operator is familiar with the property and is ready to answer any questions about its services and amenities.
Thoughtfulness. Operators must remember that they may be talking with people of different backgrounds and education levels. They speak with callers on their level and are always polite, never talking down to anyone.
Clarity. It is embarrassing if a listener must ask for a statement to be repeated. A PBX operator pronounces words carefully, and speak at a normal rate-not too fast and not too slow.
Creativity. PBX operators creatively solve problems whenever possible by using their skills and knowledge to offer ideas others may not have thought of.
Enthusiasm. PBX operators should be sold on the property. If not, how can a guest be sold on it? They must project the positive things about a property.
Integrity. PBX operators are honest if they do not know the answer to a caller’s question. They admit it, and offer to find the answer.
Tact. It is better to say nothing than to say something that’s inappropriate.
Pride. PBX operators take pride in their property and in their work. This pride is reflected in their voice. This pride instills interests and confidence in the caller.

 Working as a Team
PBX operators can be excellent team players by:
   -Helping front desk employees make wake-up calls
   -Telling engineers about needed repairs.
  - Learning the location and hours of operation of restaurants, lounges, health clubs, and other areas of the property to help guest enjoy everything available.
  - Processing all business calls in an efficient, courteous manner.

8.1 Questions

1. What is the primary job of the PBX operator?
   Operating the Property’s telephone switchboard

2. List the nine qualities that make up an excellent PBX operator.
    Characteristics of PBX Operators: Friendliness, Confidence, Thoughtfulness, Clarity, Creativity,   Enthusiasm, Integrity, Tact, Pride

3. Why is it important for pride to be reflected in the PBX operators’ voices?
     Instills interests and confidence in the caller