PBX Operator- At Your Service

Spire Hospitality•Winter Garden, FL

About The Position

The PBX Operator, also known as an At Your Service Operator, welcomes guests and provides exceptional service by managing incoming and outgoing calls through the resort’s PBX system. The role supports seamless communication between guests and resort departments by routing calls, providing accurate information, and responding promptly and professionally to guest requests. The operator also supports front desk operations and contributes to guest satisfaction throughout each stay. The position involves managing phone calls, chats, and emails; assisting with inquiries, room service orders, and wake-up calls; relaying messages between departments and team members; and following established emergency procedures. Operators maintain call logs and other relevant records using resort communication tools and software, while handling multiple calls during busy periods. The role requires the ability to lift, carry, push, or pull 10 pounds and to stand for most of the shift. A high school diploma or equivalent is required. One year of customer service or guest-facing experience is required; one year of hotel front desk experience is preferred.

Requirements

High school diploma or equivalent.
One year of experience in customer service or a guest-facing role.
Comfort and proficiency working with a computer and Microsoft Outlook, Word, and Excel.
Ability to lift, carry, push, or pull 10 pounds.
Ability to stand for the majority of the shift.

Nice To Haves

One year of hotel front desk experience.
Previous experience with hotel property management systems (PMS), such as Springer Miller Systems (SMS), Hotsos, or Reveinate.

Responsibilities

Manage incoming and outgoing calls through the Private Branch Exchange (PBX) system.
Answer calls promptly, professionally, and in a friendly manner, following resort communication standards.
Manage incoming phone calls, chats, and emails, directing inquiries to the appropriate departments or providing accurate information.
Route calls accurately to resort departments or personnel, including the front desk, housekeeping, concierge, and room service.
Assist guests with inquiries, room service orders, wake-up calls, and other requests promptly.
Facilitate internal communication between resort departments and team members by relaying messages and requests.
Follow established emergency-call protocols and promptly notify relevant personnel, including security and management, when necessary.
Handle multiple calls simultaneously and manage busy call periods effectively.
Maintain accurate call logs, messages, and relevant information using the resort’s communication tools and software.