PBX Operator

Auberge Collection•Fort Worth, TX

4d•Onsite

About The Position

The PBX Operator is an on-property Call Center Agent responsible for assisting guests by handling incoming and outgoing calls, recording and relaying messages, tracking and following up on guest requests, and coordinating with hotel departments to resolve guest needs. The role requires prompt, courteous, professional service, discretion when handling sensitive matters, and familiarity with guest telephone services and safety procedures.

Requirements

At least 1 year of experience in the same or a similar role.
Ability to communicate clearly and pleasantly in English, orally and in writing.
Ability to perform assigned duties with attention to detail.
Ability to interact in a polite, professional, and engaging manner.

Nice To Haves

Experience in a luxury environment.

Responsibilities

Handle incoming and outgoing calls promptly, courteously, and efficiently, tracking guest requests and following up to confirm satisfactory service.
Receive, record, and relay messages accurately, completely, and legibly.
Contact relevant hotel departments or individuals to address guest calls, requests, or problems.
Answer, record, and process guest calls, requests, questions, and concerns.
Anticipate guest service needs, ask questions to understand them, and act on guest preferences when possible.
Address guest needs professionally, positively, and in a timely manner; engage guests about their stay, hotel services, and local attractions.
Thank guests and provide a fond farewell.
Use appropriate telephone etiquette, including answering within three rings, using the caller’s name, transferring calls appropriately, requesting permission before placing callers on hold, and taking and relaying messages.
Handle sensitive issues involving employees or guests with tact, respect, diplomacy, and confidentiality.
Monitor busy or unanswered lines, update callers who are on hold, and offer to take messages.
Process requests for wake-up calls, call screening, do-not-disturb service, call forwarding, conference calls, TDD relay calls, and calls from non-registered guests.
Understand safety procedures and have contact numbers for Police, Fire, and Telephone Repair departments.