PBX Operator- At Your Service

The Grove Resort & Water Park Orlando • Winter Garden, FL

1d

About The Position

The PBX Operator, also referred to as an At Your Service Operator, welcomes guests and provides exceptional service by managing incoming and outgoing calls through the resort’s Private Branch Exchange system. The role helps ensure seamless communication between guests and resort departments by delivering accurate information and responding promptly and professionally to requests. The operator supports the front desk, facilitates smooth resort operations, and contributes to guest satisfaction.

The position also involves handling phone calls, chats, and emails; assisting guests with inquiries, room service orders, and wake-up calls; relaying messages among departments and team members; and following established protocols for emergency calls. The operator maintains accurate records using resort communication tools and software and must be able to manage multiple calls during busy periods.

Requirements

• High school diploma or equivalent.
• At least one year of experience in a customer service or guest-facing role.
• Comfort and proficiency working on a computer with 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 front desk experience in hotels.
• Previous experience with hotel property management systems; examples include Springer Miller Systems (SMS), Hotsos, and Reveinate.

Responsibilities

• Manage incoming and outgoing calls through the PBX system.
• Answer calls promptly, professionally, and in a friendly manner in accordance with resort communication standards.
• Handle 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.
• Relay messages and requests between resort departments and team members.
• Follow established protocols for emergency calls and promptly notify relevant personnel, including security and management.
• Handle multiple calls simultaneously and manage busy call periods effectively.
• Maintain accurate records of call logs, messages, and relevant information using resort communication tools and software.

Benefits

• Medical, dental, and vision benefits.
• Pet discount program.
• Identity theft protection.
• Pre-paid legal support.
• Flexible spending accounts.
• Matched 401(k).
• Life insurance.
• Critical accident or illness coverage.
• Short- and long-term disability coverage.
• Paid time off.
• Wellness programs.
• Hotel discounts.
• Early pay or earned wage access.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED