Position: PBX Operator Date: July 2025

Reports to: Front Office Manager

JOB SUMMARY

The PBX operator is responsible to direct/assist guest and associates with communication needs in accordance with Hotel procedures and Brand Standards.

CANDIDATE PROFILE

Experience:

• High school diploma or equivalent; Minimum one year of PBX experience preferred

• Good command of the English language required

JOB ESSENTIALS

• Promptly answer the telephone using positive and clear communication. Direct phone calls to appropriate Personnel and In House Guest

• Maintain confidentiality of all guests and hotel information

• Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

• Field guest complaints and document appropriately; Communicate pertinent guest information to designated departments/personnel for resolution with timely follow-up to ensure guest satisfaction.

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• Manage guest requests, inquiries, and complaints promptly and completely. Ensure follow up with guest are performed in a timely manner to maintain a high level of guest satisfaction and quality service. In the event of dissatisfaction, negotiate compromise in accordance to the “Make it Right” established guidelines.

• Answers inquiries pertaining to hotel services and local area i.e. Shopping, dining, entertainment, travel directions and offering our full range of our hotel amenities and services

• Log and activate Wake-up calls.

• Follow proper Hotel safety policies and procedures and use safety equipment as needed to ensure the safety of all team members during each shift. Reports all accidents and injuries in a timely manner.

• Ensure work area is clean and clear of debris or any objects that can obstruct the job duties from being performed safely, efficiently and effectively

• Perform any other job related duties as assigned.

Other

• Ability to access and accurately input information using a moderately complex computer system

• Ability to effectively deal with internal and external customers with tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

• Ability to observe and detect signs of emergency situations.

• Ability to establish and maintain effective working relationships with associates and guests.

• Command of the English language both written and verbal.

• Ability to multi-task, and prioritizes with excellent follow up skills and customer service.

• Comply with attendance rules and be available to work on a regular basis. Able to work a flexible schedule, varied shifts, including Weekday, Evenings, weekends and holidays.

• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.

• Physical Demands

• While performing the duties of this job, the employee is regularly required to talk or hear; Long periods of sitting. Some lifting may be required.

Benefits:

• Health insurance

• HRA Benefit

• Employee Plum Benefits discount

• Sick/ Personal Days

• Vacation

• Holiday Pay

• Bereavement Pay

• Paid Leave

• Pension

• 401(k)

• Competitive Wages

• Career Advancement Opportunities

• Monthly Staff Recognition

• Uniform Provided with complimentary cleaning.

• Complimentary Meal with paid breaks

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including Holidays and weekends) to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

*Blue Sky Hospitality Solutions is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

I have read the above and understand and accept and agree to the job essentials / job requirements and other aspects that this position requires.