Your PBX operators are the voice of your property. Is it an enthusiastic, friendly, efficient voice or one your guests are glad to hang up on?

This comprehensive guide gives PBX operators the skills to:

• Proficiently use the phone system for everything from placing international calls to making wake-up calls
• Respond to emergencies such as fire alarms, bomb threats, and inclement weather
• Follow all appropriate guest privacy and security measures
• And more!

This binder is divided into 6 tabbed sections:

• Overview
• Prepare to Train
• Present/Practice
• Follow Up
• Employee Knowledge
• Employee Skills

This guide provides the basis of a six-day training course for new employees and current employees. Tabs 2, 3, and 4 provide details on how to train new and current employees using the Job Knowledge, Task List, and Breakdowns.

This guide also provides information for the person training these new and current employees, such as:

• What Makes a Good Trainer?
• What are a Trainer's Responsibilities?
• What Should a Trainer Expect From Employees? — Employees With Disabilities, Language Barriers, and Limited Reading Skills
• Four-Step Training Method — Prepare, Present, Practice, Follow Up

The Employee Knowledge tab includes:

• Quality Guest Service
• Bloodborne Pathogens
• Personal Appearance
• Emergency Situations
• Lost and Found
• Recycling Procedures
• Safe Work Habits
• Manager on Duty
• Your Property's Fact Sheet
• Employee Policies
• The Americans with Disabilities Act

Employee Skill tab contains:

• Use the Front Office Computer System
• Use the Front Office Printers
• Use the Switchboard
• USe the Facsimile Machine
• Use the Photocopy Machine
• Restrict Guest Telephones
• Maintain and Use the Guest Information Directory
• Respond to Questions About Services and Events
• Give Directions
• Help Guests Make International Telephone Calls
• Process Guest Telephone Charges
• Process Wake-Up Calls
• Follow Guest Privacy and Security Measures
• Use Pagers, Two-Way Radios, and Public Address Systems
• Issue and Control Master Keys
• Process Guest Mail, Packages, Telegrams, Faxes, and Messages
• Read and Make Entries in the Front Office Logbook
• Complete the PBX Shift Checklist
• Complete or Run All Required Reports and Forms
• Keep the PBX Area Organized and Clean
• Respond to Fire Alarms or Smoke Alarms
• Respond to Non-Fire Emergencies
• Respond to Bomb Threats
• Respond to Weather Emergencies
• Help Evacuate the Property
• Respond to Threatening, Obscene, or Prank Telephone Calls
• Respond to Dissatisfied Guests

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