PBX Operator

B.F. Saul Company Hospitality Group•Tysons, VA

17d•$24 - $25

About The Position

The PBX Operator is the voice of the hotel and an ambassador of the guest experience, delivering refined, anticipatory service through guest communications. The role serves as the hotel’s central communication hub, connecting guests with services and helping enhance satisfaction as measured through Medallia and guest feedback platforms. The operator answers and routes calls, manages wake-up calls and guest messages, coordinates requests across hotel departments, and supports Front Office operations during peak demand. The position also manages reservations for Wren and The Naisho Room, sharing outlet information and recording guest preferences and special requests. The operator contributes to guest satisfaction and service recovery, communicates calmly during emergencies, maintains confidentiality, and provides accurate information about hotel services, local attractions, and operational updates.

Requirements

High school diploma, GED, or equivalent experience required.
Customer-focused, attentive to detail, and able to work well with others.
Able to perform job duties in a repetitive, fast-paced environment.
Excellent guest service skills and a positive attitude.
Able to multitask and be self-motivated.
Willing to work a flexible schedule that includes nights, weekends, holidays, and special events.
Able to lift, push, and pull up to 50 pounds regularly throughout the shift.
Able to stand, stoop, and bend for long periods.
Able to perform physically demanding duties, including walking, standing, carrying, and lifting continuously throughout the shift.

Nice To Haves

At least one year of experience in luxury hospitality, PBX, guest services, or reservations.

Responsibilities

Answer incoming calls promptly using polished, personalized language aligned with Forbes standards.
Listen actively, anticipate guest needs, and offer tailored solutions.
Address guests by name whenever possible and handle inquiries, requests, and concerns with urgency, empathy, and professionalism.
Route calls accurately and efficiently as the hotel’s central communication hub.
Manage wake-up calls precisely and maintain accurate records of messages and guest requests.
Coordinate with Front Office, Housekeeping, Engineering, and Food & Beverage to fulfill guest needs.
Proactively communicate VIP arrivals, special requests, and service recovery opportunities.
Support Front Office operations during peak demand while maintaining service excellence.
Manage and facilitate reservations for Wren and The Naisho Room, accurately entering, modifying, and confirming reservations using reservation systems and internal tools.
Maintain knowledge of restaurant concepts, ambiance, menu highlights, dress expectations, operating hours, and guest experiences.
Help guests select suitable dining times while optimizing restaurant flow and availability.
Record and communicate guest details such as special occasions, dietary restrictions, VIP status, and seating preferences.
Suggest dining experiences when appropriate and confirm reservation details and special instructions with guests.
Contribute to guest satisfaction by delivering consistent, high-quality interactions and incorporating guest feedback into service delivery.
Identify service gaps, take ownership of resolving them, and escalate them appropriately.
Serve as a calm communication point during emergencies, follow safety protocols, and promptly escalate urgent situations.
Maintain confidentiality of guest and hotel information.
Remain professional in a high-volume, fast-paced environment and stay informed about hotel services, local attractions, and operational updates.