PBX Operator - The Watermark Hotel

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

1d•Onsite

About The Position

The PBX Operator is the voice of the hotel and a critical ambassador of the guest experience. This role delivers refined, anticipatory service through all guest communications, ensuring every interaction reflects Forbes-level standards of professionalism, warmth, and personalization. The PBX Operator serves as the central communication hub of the hotel, seamlessly connecting guests to services while proactively identifying opportunities to enhance satisfaction, as measured through Medallia and guest feedback platforms.

Requirements

Minimum one year in luxury hospitality, PBX, guest services, or reservations preferred
High School Diploma or GED required
Luxury Guest Engagement & Emotional Intelligence
Professional Communication & Telephone Etiquette
Attention to Detail & Accuracy
Composure Under Pressure
Team Collaboration
Accountability & Ownership of Guest Experience

Responsibilities

Answer all incoming calls promptly using refined, polished, and personalized language aligned with Forbes standards.
Anticipate guest needs by listening actively and offering thoughtful, tailored solutions beyond the stated request.
Address guests by name whenever possible, creating a personalized and memorable interaction.
Handle all guest inquiries, requests, and concerns with urgency, empathy, and professionalism.
Operate as the central communication hub, routing calls accurately and efficiently.
Manage wake-up calls with precision, ensuring timely execution without error.
Maintain clear, detailed, and accurate records of messages and guest requests.
Coordinate seamlessly with Front Office, Housekeeping, Engineering, and Food & Beverage to fulfill guest needs.
Communicate VIP arrivals, special requests, and service recovery opportunities proactively.
Support Front Office operations during peak demand while maintaining service excellence.
Manage and facilitate reservations for Wren and Naisho with accuracy and attention to detail.
Demonstrate thorough knowledge of each outlet, including concept, ambiance, menu highlights, dress expectations, hours of operation, and unique guest experiences.
Assist guests in selecting dining times that align with their preferences while optimizing restaurant flow and availability.
Utilize reservation systems and internal tools to accurately input, modify, and confirm dining reservations.
Capture and communicate all relevant guest details including special occasions, dietary restrictions, VIP status, and seating preferences.
Coordinate closely with restaurant leadership to communicate VIP reservations, special requests, and service recovery opportunities.
Provide anticipatory service by proactively suggesting dining experiences when appropriate (upselling with authenticity and confidence).
Ensure all reservations are confirmed clearly with guests, including date, time, location, and any special instructions.
Actively contribute to improving guest satisfaction scores by delivering consistent, high-quality interactions.
Identify service gaps in real time and take ownership to resolve or escalate appropriately.
Support a culture of continuous improvement by incorporating guest feedback into daily service delivery.
Serve as a calm, confident communication point during emergencies, following all safety protocols.
Escalate urgent situations immediately and ensure accurate communication across departments.
Maintain complete confidentiality of guest and hotel information at all times.
Demonstrate professionalism and composure in a high-volume, fast-paced environment.
Stay informed of hotel services, local attractions, and operational updates to provide accurate information.