Telephone Operator

Job description

Provide accurate yet friendly service to the guests, potential guest and internal team members using the communication network. Knowledge of all reports and telecom equipment.

• Answer incoming calls on console and accurately direct calls to appropriate extensions/parties.
• Greet and respond to guests’ requests in a friendly, courteous manner.
• Maintain a complete knowledge of emergency procedures.
• Receive and log all emergency calls and direct to security and/or facility maintenance departments.
• Deliver exceptional customer service by professionally receiving and responding to inbound calls for internal & external guest for multiple properties.
• Effective knowledge of English language, both verbal and written speaking in a clear and professional manner
• Provide informed knowledge of Boyd Gaming properties, events, promotions, the city and key personnel, routing calls to the appropriate administrative extension, guest room, department or sister property.
• Ability to multitask, prioritize and complete tasks while responding attentively to our guest requests or complaints.
• Maintain working knowledge of all applicable computer programs and all telecom equipment.
• Maintain working knowledge of all emergency procedures. Ability to make sound decisions while coordinating and prioritizing with security and key personnel during high priority situations, i.e. bomb threat/fire/robbery/medical.
• Maintain working knowledge of all guest services i.e. paging, messaging, wakeups, DNDs, VIPs, and NRG. and reports.
• Coordinate equipment repairs and technical issues with on-site technician. Knowledge of how to report and track inventory, and other duties as assigned.
• Maintain status board and keep all logs and computer files updated.
• Work as team player in an environment that was founded on

Qualifications

• One (1) year of experience in telephone switchboard, multi-line phone system, and/or customer service preferred bilingual a plus.
• Must be able to sit for entire shift.
• Operate Meridian switchboard.
• Basic knowledge of Microsoft Word, Excel, LMS, HMS, HOTSOS & Open Table & Self-Serve.
• Ability to Type, operate printers, beepers, cellular phones, and two-way radios.
• Operate HMS system/build and distribute broadcast and distribution Announcements.
• Operate all related Northern Telecom equipment, (Telecommunication automatic wake-up machine,
• Operate & understand SDD call accounting system call costing, dialing patterns reporting.
• Professional appearance.
• Follow confidentiality procedure.
• Comply with all Boyd Gaming regulations.
• High School graduate or equivalent.