Operator- PBX- Sports Illustrated Resort- Chicago

We Put the World on Vacation

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

The Operator is responsible for ensuring efficient communication within, to and from the hotel while maintaining attentive, courteous and efficient customer service.  Handle incoming/outgoing calls in an attentive, courteous and efficient manner, according to standard operating procedures

Essential Job Functions

Responsibilities include, but are not limited to:

• Operate switchboard, intercom and two-way radio to relay incoming, outgoing and interoffice calls and messages: Furnish information/phone numbers to callers as requested or makes sufficient inquiries necessary to refer the caller to the appropriate resort personnel, sales or marketing or outside vendor. Assist guests with voice mail. Dispatch maintenance and housekeeping staff to guest rooms as needed. (60% time)   

• Maintain positive customer and associate relationships: Respond appropriately to guest inquiries and concerns to ensure total guest satisfaction. Handle guest issues to resolution in effort to improve the guest experience and escalate any outstanding guest inquiry or concern to management that may require additional monitoring or follow-up.  Make appropriate service recovery recommendations. Promote team work and quality service through daily communications and coordination with other departments. (15% time)

• Ensure compliance with : Internal Audit, Quality Assurance, Loss Prevention, Resort Operating Procedures, Guest Service Department Operating Procedure, and Standard Operating Procedures. (10% time)

• Build a “Count On Me” Culture : Continuously exhibit the company’s Count on Me philosophy; be responsive to the needs of our guests, associates and all we come into contact with on the job, be respectful in every way; deliver a great experience. (10% time)

• Performs other duties as needed (5% time)

Travel Requirements

Travel is not a requirement for this position. If training is required off site, it will be local and be about half to full day of time.

Minimum Requirements and Qualifications

Education

• High School diploma or equivalent

Training requirements

• N/A

Knowledge and skills

• Excellent communication skills.

• Basic understanding of telephone switchboard and PBX equipment and systems

• Acquires job skills and learns company policies and procedures to complete routine tasks

• Ability to read and comprehend routine instructions, short correspondence and memos

• Ability to give high priority to customer service

• Ability to solve problems with a minimum of guidance

• Ability to read, write and understand English

• Must maintain a professional appearance and a Can-Do, positive attitude towards all guests and staff

• Ability to multi-task and work in a fast paced environment

• Must be people oriented and able to work independently or with others as needed

Technical Skills

• Must be able to easily and frequently change from one activity to another while operating a switchboard or computer keyboard

Job experience

• Six months customer service experience

• Six Months of switchboard /PBX experience

Unless there is a legal requirement, experience will be accepted for the education requirement.

Level of decision making authority

• Works on assignments that are routine in nature. Must be able to make independent decisions and/or seek advice  to ensure consistent functioning operations offering high levels of our Count on me Service

Level of autonomy

• Receives detailed instructions on all work

• Needs to demonstrate good judgment and demonstrate a level of professionalism

The impact of his/her decision on the organization

• Impacts to Guest experience and vacation

• Decisions could impact safety of guests and employees

Supervisory responsibility:

• N/A

Scope/Financial Responsibility

• Understand and care for company assets and equipment, supplies and property professionally

Organizational Relationships

• Regularly interacts with Guest Services Manager, Guest Services Supervisor as well as Guest Services Team Members.  

• Regularly interacts with Engineering Department and Housekeeping Department

• Regularly interacts with Operations Department Leaders

• Regularly interacts and serves guests

Work Environment

Equipment Used:

• Telephone

• Switchboard / PBX System

• Hand Held Radio

• Bell carts

How You'll Be Rewarded:

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Travel + Leisure Co. benefits include: Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.

• Medical

• Dental

• Vision

• Flexible spending accounts

• Life and accident coverage

• Disability

• Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)

• Wish day paid time to volunteer at an approved organization of your choice

• 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)

• Legal and identity theft plan

• Voluntary income protection benefits

• Wellness program (subject to provider availability)

• Employee Assistance Program

Compensation

Generally starting at $24.00 - $25.50 per hour. The actual hourly rate of the candidate(s) selected for this role will be set based on a variety of factors, including but not limited to experience, education, skills, training, and work location.

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [email protected] , including the title and location of the position for which you are applying.