PBX Operator

Auberge Collection•Mountain Village, CO

7h•Onsite

About The Position

As a PBX Operator at Madeline Hotel & Residences, you will be the primary liaison for all internal and external communications within the hotel. Your role is crucial in ensuring that all calls are handled promptly, courteously, and directed to the appropriate departments or individuals, thereby maintaining seamless communication throughout the property.

Requirements

1 year experience in same or similar role.
Ability to clearly and pleasantly communicate in English, both orally and in writing.
Ability to perform assigned duties with attention to detail.
Ability to interact in a polite, professional, and engaging manner.

Nice To Haves

Experience in a luxury environment is preferred.

Responsibilities

Respond to all incoming calls efficiently and courteously, directing them to the correct department or individual, ensuring satisfactory service and assistance.
Accurately record and relay messages to guests and staff, ensuring timely delivery and follow-up.
Assist guests with inquiries, providing information about hotel services, facilities, and local attractions.
Follow up with guests to ensure their requests have been met to their satisfaction and address guests' service needs in a professional, positive, and timely manner.
Contact appropriate individuals or departments (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest calls, requests, or problems.
Answer, record, and process all guest calls, requests, questions, or concerns.
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Engage with guests during the phone conversation regarding their stay, property services, and area attractions/offerings.
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Assists with monitoring and sends responses through the hotel platform via text messages within 4 minutes whenever possible.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Monitor busy or unanswered lines, check back with callers on hold to update status and offer to take a message.
Coordinate daily amenity preparation with In Room Dining and prepare amenity cards for the following day.
Assists in distribution of weekly VIP reports.
Monitor amenity inventory, report low stock to the Guest Services Leaders and restock when needed.
Maintain Lost & Found records and follow procedures in place.