Job Summary: The PBX Operator is responsible for handling all incoming and outgoing hotel phone calls efficiently, courteously, and professionally while adhering to the hotel’s standard operating procedures. This role ensures that calls are directed appropriately and provides exceptional service to guests and associates. 

Essential Functions and Duties: 

• Greet guests and associates with a friendly, service-oriented approach. 

• Answer all calls promptly and courteously, ensuring efficient service. 

• Respond to guest inquiries regarding hotel services, facilities, and hours of operation. 

• Deliver messages accurately and maintain guest privacy at all times. 

• Provide accurate directions to the hotel and information about the local area. 

• Be familiar with hotel emergency procedures and VIP guest protocols. 

• Serve as the radio dispatcher and follow proper radio and paging procedures. 

• Record and follow up on all guest requests, ensuring timely completion. 

• Process wake-up calls and maintain the filing system for guest registration cards. 

• Maintains regular attendance, is consistently on time, and observes prescribed work, break and meal periods in compliance with standards

• Maintains high standards of personal appearance and grooming, which include compliance with the dress code.

• This role is cross trained in Guest Service agent, Reservations and also provides back-up to the front desk or other administrative positions within the front office when needed and scheduled.

• Attend required meetings and training sessions. 

• Performs any other duties as requested by supervisor.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties. 

Required Experience, Education, and Skills: 

• One month of related experience or training in a similar role. 

• Ability to maintain guest privacy and handle confidential information. 

• Excellent communication and organizational skills. 

Work Environment: 

• The role involves frequent interaction with guests and team members in a busy hotel setting. 

• This position requires long periods of sitting and using a telephone system when tasked as a PBX, and standing when helping the Front desk. 

• Must be available to work various shifts, including evenings, weekends, and holidays as needed. 

Other Duties:  

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.