PBX Operator

Conrad Hotels and Resorts•Nashville, TN

About The Position

The PBX Operator provides a courteous, attentive, and efficient telephone experience for hotel guests and team members. The role answers and routes calls accurately, promotes hotel services and amenities, supports upselling, listens empathetically, and resolves guest concerns in line with Conrad Nashville’s service standards and values. The operator uses hotel technology and operational systems, maintains current knowledge of hotel activities and local events, and communicates clearly during routine requests and emergencies. The position is part of the Front Office department and reports to the Front Office Manager. It requires a flexible schedule that may include days, nights, weekends, and holidays, as well as regular, reliable attendance. The job requires a high school diploma or GED, a minimum of two years of customer service experience over the phone, and proficiency in Microsoft Word and Excel. Luxury hotel experience and familiarity with specified hotel systems are preferred.

Requirements

At least two years of customer service experience over the phone.
Proven interpersonal skills and a track record of positive service interactions.
Basic math skills for daily operational tasks.
Proficiency in Microsoft Word and Excel.
Excellent communication and interpersonal skills.
Strong customer service orientation focused on guest satisfaction.
Ability to multitask and manage time effectively in a fast-paced environment.
Ability to adapt communication style for guests, supervisors, and coworkers.
Detail-oriented, with strong organizational skills.
Ability to learn and navigate multiple systems and programs efficiently.
Professional, positive demeanor and ability to work as a team player.
Flexible schedule, including days, nights, weekends, and holidays; regular, reliable attendance.
High school diploma or GED.
At least 18 years of age.
Valid and current driver's license.
Ability to speak, read, and write English.
Ability to stand and walk for up to two hours per day; perform repetitive motions including grasping, writing, and typing; and bend, climb, sit, and walk.
Ability to listen, hear, and maintain visual awareness.

Nice To Haves

Luxury hotel experience.
Knowledge of POS, Agilysys, KIPSU, Quore, and Hilton OnQ systems.
One year of experience in the hospitality or restaurant industry.
Ability to work well under pressure while retaining tact and composure when resolving guest complaints.
Fluency in Spanish.

Responsibilities

Greet telephone callers in a calm, positive, and courteous manner and connect calls efficiently and accurately.
Provide guest service that exceeds expectations while following OnQ steps and applicable safety and security procedures.
Promote Conrad Nashville benefits, hotel services, amenities, products, and Hilton programs, including Hilton Honors enrollment.
Demonstrate knowledge of the hotel, its layout, guestroom views, in-room dining selections, and local Nashville entertainment and events.
Take in-room dining requests, discuss alternatives, enter orders into Agilysys, and promote upselling and beverage sales in accordance with SOP guidelines.
Deliver service consistent with Forbes guidelines and Conrad Nashville SOP standards.
Participate in creating, implementing, and executing department culture and maintaining SOP standards.
Resolve guest concerns proactively and empathetically, apologize when appropriate, and seek guidance when needed.
Follow VIP guest procedures and security and safety protocols.
Comply with trained systems and procedures, including rebates, upgrades, cash handling, operational POS systems, and hotel technology.
Manage multiple calls during peak periods and high occupancy.
Stay informed about hotel activities and local events, conventions, sports, music, weather, transportation, and traffic to provide accurate information.
Provide clear, step-by-step assistance for internet connections, room temperature issues, and other guest or team member queries.
Coordinate guest follow-up requests accurately and promptly.
Help communicate with emergency services and remain calm and alert during emergencies.
Maintain a neat, professional, clean, and well-groomed appearance.