86-400 PBX Operator

Ute Mountain Casino Hotel•Towaoc, CO

1d•Onsite

About The Position

The PBX Operator serves as the primary communication gateway for the property, acting as the first voice guests and employees encounter when contacting the casino. This role is responsible for delivering exceptional service through accurate call handling, knowledgeable assistance, and professional routing of all inquiries. Success in this position is defined by consistently positive guest interactions, reliable internal support, accurate documentation, and the ability to enhance the guest and employee experience through informed, courteous, and efficient communication.

Requirements

Must be at least 18 years old and able to obtain and maintain a Ute Mountain Ute Gaming Commission Non-Support License.
Must demonstrate a professional demeanor, strong customer service orientation, and excellent communication skills
Ability to remain calm, courteous, and composed during high call volumes and high-pressure situations
Strong organizational skills and attention to detail
Ability to exercise sound judgment and maintain confidentiality
High school diploma or GED preferred.

Nice To Haves

Prior experience in customer service, call center operations, hospitality, or front-facing service roles preferred but not required
Experience working in fast-paced, guest-oriented environments preferred
Experience supporting timekeeping, administrative, or operational functions is a plus
Previous Tribal gaming experience preferred.
Knowledge of customer service principles and professional telephone etiquette
Skill in managing multiple calls and prioritizing competing requests
Ability to communicate clearly, professionally, and empathetically with diverse callers
Ability to learn and recall property-specific information including promotions, events, and services
Ability to maintain accurate records and logs
Ability to collaborate effectively with Security, Payroll, MODs, and departmental leadership.

Responsibilities

Enterprise Call Handling & First-Point Guest Experience: Serve as the primary voice and first point of contact for the property by professionally answering, screening, and routing all inbound calls. Deliver clear, friendly, and efficient service that reflects UMCH standards and reinforces a positive guest impression from the first interaction.
Guest Inquiry Resolution & Service Navigation: Respond accurately and courteously to guest questions regarding property services, hours, promotions, events, directions, amenities, and general information. When necessary, route calls to the appropriate department while ensuring a seamless and respectful handoff.
Promotion Awareness & Brand Messaging: Maintain current knowledge of casino promotions, marketing slogans, events, and entertainment offerings. Actively promote and “plug” events or amenities during guest interactions when appropriate, supporting Marketing and revenue-driving initiatives through informed communication.
Employee Support & Internal Customer Service: Provide professional support to employees calling for assistance, including connecting staff with supervisors, departments, or leadership. Ensure internal callers receive timely, respectful, and solution-oriented service.
Call-Offs, Routing & Supervisor Notification: Receive and properly route employee sick calls, call-offs, and urgent messages to the appropriate supervisors or Managers on Duty (MODs), ensuring accurate documentation and timely communication.
Badge Issuance & Security Coordination: Work in coordination with Security and MODs to issue temporary access badges to employees without credentials. Maintain accurate badge logs and ensure all badge-related activities comply with property security standards.
Timekeeping Assistance & Payroll Communication: Assist employees who are unable to access timekeeping systems by recording clock-ins and clock-outs accurately. Communicate exceptions and adjustments to supervisors and the payroll department to ensure proper timecard reconciliation.
Operational Logging & Documentation: Maintain detailed logs related to calls, temporary badges, timekeeping exceptions, and other operational events. Ensure records are complete, accurate, and readily available for audit or review.
System Operation & Multi-Line Phone Management: Operate multi-line PBX systems, internal directories, emergency routing protocols, and voicemail systems with accuracy and efficiency. Ensure calls are prioritized and managed during peak periods and critical events.
Professionalism, Confidentiality & Judgment: Exercise sound judgment and maintain confidentiality when handling sensitive guest or employee information. Represent the property with professionalism, discretion, and emotional intelligence in all interactions.
Service Excellence & Continuous Improvement: Seek opportunities to enhance call handling, guest engagement, internal support, and system efficiency. Participate in training and remain adaptable to new systems, procedures, or service expectations.