START Chapter 8.3

8.3 Providing Guest Service as a PBX Operator

Using Guestroom Equipment and Amenities
PBX operators should be familiar with each type of guestroom and its special equipment and amenities.
Some things the PBX operator should known: Wireless Internet service, radio, free television channels, and pay movie channels, heating, ventilation, and air conditioning system, in-room mini- bars, in-room hot tubs, in-room safes

Maintain and Use the Guest Information Directory
Properties provide a directory, usually located at the front desk, when details many local restaurants, attractions and recreation options.
The guest information directory is usually a set of file folders or a three-ring binder with tabs.
PBX operators know how the information is organized so they can use it to turn quickly info.
Directory should include: special events, art and cultural attractions, theaters and cinemas, night clubs and entertainment, shopping centers, restaurants, lounges and taverns, recreation and hobby activities, transportation, medical services, personal services, business services, map of the area

 Process Guest Mail, Packages, Telegrams, Faxes, and Messages
It is important guests receive their correspondence quickly and accurately.
For packages, many properties will use a date and time stamp to answer questions about how promptly these items are delivered.
All packages marked as “priority” or sent overnight delivery or by priority mail should be treated as urgent.

  Respond to Questions
PBX operators are a guide to guests visiting the property for the first time.
PBX operators first listen carefully to guests to find out what they want to know. They ask questions to clarify, if necessary, and always give help with a clear and helpful tone of voice.
It may be necessary for PBX operators to get help from a co-worker if they are unable to make a suggestion.
Guests may ask for information about function times and locations of meetings or events both on and off property.
In situations where a guest requests a service that another department provides, the PBX operator should coordinate with that department to make sure the guest’s need is met. A guest should not have to call the department themselves.

   Give Directions
It is important for PBX operators not only be familiar with how to get around the local area, but also be skilled at providing good directions.

  Help Guests Make International Telephone Calls
International guests often need some assistance in  placing a telephone call back home. PBX operators place the call for them.
PBX operators typically need the following information: international access code, country code, city code, local number
PBX operators are careful when dialing the numbers.

 Respond to Dissatisfied Guests
The PBX operator is more likely to interact with a dissatisfied guest than other positions on the property.
PBX operators should listen intently to the details of the complaint.
PBX operators should stay calm and do not react angrily or argue with the guest
PBX apologize to the guest and acknowledge the guest’s feelings, regardless of who’s at fault.
PBX operators never argue, criticize, ignore, or challenge a guest’s complaint.
It does the property a favor when guests complain.
PBX operators take appropriate action by thanking the guest for bringing the problem to their attention and informing the guest that the problem will be resolved.

8.3 Questions

1. List four guestroom items that a PBX operator should be able to show a guest how to use.
   In-room safes, In-room hot tubs, In-room mini-bars, heating, ventilation, and air conditioning

2. Where should a PBX operator look for information about a group meeting happening on property?
   The weekly functions sheet

3. List the four items of information a PBX operator should have when placing an international call.
    International Access Code, Country Code, City Code, Local Number

4. What is the first thing a PBX operator should do when receiving a call from a dissatisfied guest? What is the second thing?
   Listen intently to the details of the complaint, then apologize to the guest and acknowledge the guest’s feelings

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