PBX Operator Duties

A PBX operator is a person who manages a company's switchboard. PBX operators answer incoming calls and route them to the appropriate destination. Although most companies now use automated PBX services, fine hotels employ PBX operators for a personal touch.

Answer Calls

Barring any automated introduction, a PBX operator is the first voice a caller hears when dialing a company. The PBX operator most typically has a script that reinforces the name of the company, and ends with an offer to assist the caller.

Route Calls

Most callers have a specific destination in mind when calling a company. It's the job of the PBX operator to quickly transfer the caller to the party she's trying to reach. The PBX operator must commit most-requested extensions to memory in order for smooth transition.

Handle Questions

PBX operators can also handle brief questions from a caller. Operators may answer questions about the company's address and fax number, important company-sponsored events, and helping the caller find the appropriate destination.

Note Keeping

In hotels, PBX operators are responsible for collecting and giving wake-up calls. Operators also forward incoming faxes and letters from the main line to the intended recipient.

Radio Use

PBX operators often communicate with security or engineering over two-way radios. In hotels, operators also use radios to communicate with housekeeping.

References

• What Is PBX?
• What Is a PBX Operator?
• What Do PBX Operators Do at Hotels?

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