PBX Operator- The Westin Grand Cayman Seven Mile Beach Resort & Spa

Pyramid Global Hospitality

3d•Onsite

About The Position

The Westin Grand Cayman Seven Mile Beach Resort & Spa is seeking a PBX Operator to join their team. This role is crucial in delivering outstanding service and memorable experiences for each guest. The PBX Operator will be responsible for managing all incoming and outgoing telephone calls, providing information about hotel services, and assisting with guest inquiries and concerns. This position offers the opportunity to grow within a large portfolio of hotels and resorts, with a robust wage package, excellent benefits, professional development, and generous bonuses.

Requirements

High school diploma or equivalent required
Minimum 1–2 years of experience in a high-volume PBX, switchboard, or customer service/call center environment (luxury hotel experience strongly preferred).
Fluency in English (verbal and written)
Exceptional telephone etiquette with a clear, pleasant, and professional speaking voice.
Strong listening skills and ability to remain calm and courteous under pressure.
Excellent problem-solving abilities and a genuine desire to exceed guest expectations.
Proficient with hotel PBX systems and basic computer applications (Microsoft Office, email, internet).
Thorough knowledge of hotel layout, services, amenities, and surrounding area attractions.
Ability to type a minimum of 30 WPM and take accurate messages while multitasking.
Must be able to work a flexible schedule including early mornings, late nights, weekends, holidays, and overnight shifts.
Professional appearance and demeanor in accordance with hotel grooming standards.

Nice To Haves

college coursework in hospitality preferred

Responsibilities

Answer all incoming internal and external telephone calls within three (3) rings with a warm, professional greeting, always using the approved script and proper telephone etiquette.
Efficiently operate the telephone switchboard (PBX system), accurately transferring calls, placing guests on hold when necessary, and taking detailed, legible messages when required.
Provide courteous, knowledgeable assistance to guests regarding hotel services, facilities, hours of operation, key personnel, in-house events, room amenities, and local attractions.
Respond promptly and effectively to guest inquiries, concerns, and complaints; resolve issues independently whenever possible or escalate to the appropriate department/manager while maintaining 100% guest satisfaction.
Process wake-up calls accurately and verify completion as required.
Handle emergency calls according to established hotel protocols (fire, medical, bomb threats, etc.) and notify management/security immediately.
Monitor and respond to room status updates, special requests (DND, privacy, VIP, late check-out, etc.), and maintain accurate logs.
Coordinate with Housekeeping, Front Office, Engineering, Room Service, and other departments to relay guest requests, maintenance issues, and special needs in a timely manner.
Assist with basic concierge services including restaurant reservations, transportation arrangements, theater tickets, and recommendations for dining, shopping, entertainment, and local points of interest.
Maintain thorough knowledge of current hotel promotions, rates, packages, and seasonal events.
Protect guest privacy and confidentiality in accordance with hotel standards and data protection regulations.
Update and maintain the telephone directory, emergency contact lists, and departmental extensions.
Assist with light administrative tasks such as sorting mail, distributing faxes, and updating in-house information systems when needed.
Perform all other duties assigned by the Front Office Manager, Assistant Front Office Manager, or hotel management.