Telecommunications Agent - PBX (Bellagio)

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  • MGM Resorts International

    Telecommunications Agent - PBX (Bellagio)

    MGM Resorts International

    P.O. Box 7700
    Las Vegas

    Hospitality - Hotel

    Degrees Required:
    Not Specified

    Employment Type:

    Manages Others:



    Deliver guest service within assigned department(s) consistent with the company's core service standards and brand attributes.

    • Answers incoming telephone calls according to designated service and productivity standards, connect to appropriate department, hotel guest or hotel/casino personnel.
    • Responds promptly and discreetly to guest inquiries and provides information for all events, general information, and directions regarding casino, hotel, and local metropolitan area.
    • Maintains knowledge of all hotel amenities such as room, restaurant, spa and entertainment information including room type, menu items and hours of operation to best serve the guests.
    • Engage and interact with guests professionally, presenting a friendly tone and a willingness to assist.
    • Ensures the privacy and confidentiality of guests and limits requests for information about such guests in accordance with hotel policies.
    • Ensures any guest request or complaint is delegated to the appropriate department or person as needed, and that request or problem is resolved to guest's satisfaction within empowerments of department.
    • Assist Guests, Employees and Executives with translation calls, outgoing calls, and international calls.
    • Advice guests of any messages, mail, faxes, etc. received for them.
    • Inputs and delivers text and voice messages for hotel guests, expected guests, and executives.
    • Maintain effective communications with all operational departments to ensure proper function of telephone equipment.
    • Operate a console and all peripheral equipment.
    • Meet the demands of a fast-paced environment by using good judgment and the ability to multi-task.
    • Review all pertinent information and events each day.
    • Able to follow emergency procedures and communicate effectively any emergency situation to immediate supervisor as dictated by emergency policy.
    • Takes and executes wake-up calls for guests. Logs wake-up calls and checks for accuracy.
    • Offer detailed information on the voicemail system to callers and guests wishing to leave a message.
    • Completes all duties in accordance with the standards and procedures.
    • Perform all other job-related duties as assigned.


    • At least 1 year of continuous PBX Operator Experience or telecommunications experience, preferably in a hotel environment.
    • Excellent customer service skills.
    • Have interpersonal skills to deal effectively with all business contacts.
    • Professional appearance and demeanor.
    • Worked varied shifts, including weekends and holidays.
    • High School diploma or equivalent.
    • Able to effectively communicate in English, in both written and oral forms.


    • Ability to logically and independently plan, organize, and complete work and maintain confidentiality of sensitive information.
    • Working knowledge of computer terminal, telephone, TDD phone.
    • Previous key boarding experience.
    • Bilingual.
    • Previous experience working in a similar resort setting.

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