PBX Operator

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JOB OVERVIEW

The PBX Operator is the voice of the hotel and the central communication hub for guests and team members. In a full service hotel, the PBX Operator answers and routes all incoming calls with a warm, clear, and professional tone, handles guest requests and messages, coordinates service needs across departments using guest messaging and service request systems, and serves as a key point of contact during emergencies. The PBX Operator helps every caller feel welcomed and well cared for, whether they are booking a stay, dining at the restaurant, attending an event, or staying in-house.

WHAT WE OFFER

• Pay rate: $22.40-$24.00 per hour
• Medical, dental, vision insurance
• 401(k) with company matching
• Complimentary Employee Meals
• Exclusive worldwide Hilton employee travel discount program
• ... and more

DUTIES AND RESPONSIBILITIES

• Answer all incoming calls promptly and courteously according to telephone etiquette and brand standards, using a clear, friendly tone and active listening to gather accurate information
• Route calls to guestrooms, departments, and team members through the switchboard console, and place outgoing calls as requested
• Provide information to guests and callers about hotel services, amenities, restaurant and bar hours, room service, meeting and event activities, and the surrounding Los Angeles area
• Log all guest requests in Nuvola, dispatch them to the appropriate department, and follow up with the guest within 15 minutes to confirm the request was completed
• Log in to Kipsu at the start of each shift, then monitor and respond to guest text messages throughout the shift
• Schedule, log, and complete wake-up calls accurately and on time, following up on any unanswered calls according to hotel procedures
• Take, record, and deliver guest messages accurately and confidentially
• Transfer restaurant reservation and room service calls, and assist with basic dining and in-room dining questions as needed
• Provide relay services and assistance for guests who are deaf or hard of hearing, and accommodate other guests with accessibility needs
• Receive, log, and coordinate delivery of incoming and outgoing guest packages
• Keep accurate records of calls placed and received by all departments in Nuvola
• Respond to emergency calls by following hotel emergency and evacuation procedures, including notifying security, management, and emergency services, and making emergency announcements when directed
• Complete and distribute the service recovery/CRM report, and print the downtime report every shift as required
• Protect guest privacy by never disclosing room numbers or guest information to callers, and follow all security and verification procedures
• Train and assist new PBX Operators in the performance of job duties
• Perform other duties as assigned by Management

QUALIFICATIONS AND REQUIREMENTS

• Education & Experience
• High school diploma or equivalent required
• Previous experience in PBX, front desk, call center, customer service, or hospitality is preferred
• Strong knowledge of the Los Angeles area and local attractions
• Bilingual (English/Spanish) is a plus
• Required Skills/Abilities
• Excellent verbal communication skills, with a clear, friendly, and professional telephone voice
• Strong listening skills and the ability to put callers at ease and obtain accurate, complete information
• Ability to multitask and manage multiple phone lines, text messages, and requests at the same time
• Proficiency with switchboard systems, property management systems (PMS), Nuvola, Kipsu, and standard office software; ability to learn new systems quickly
• Reading, writing, and basic math skills used daily
• Problem-solving and sound judgment, including staying calm and following procedures during emergencies
• Strong attention to detail and follow-through on guest requests
• Commitment to guest privacy, confidentiality, and security procedures
• Ability to train and motivate new team members
• Genuine desire to help and assist guests and team members
• Schedule

Work schedules are based on the operational needs of the business. Availability to work days, evenings, weekends, and holidays is required for this position.

• Physical, Mental, Environmental & Technical Demands

Fast-paced environment, multiple tasks to be handled under time constraint. Must be able to bend, crouch, kneel, and twist in the work area. The role involves frequent standing, walking, bending, kneeling, climbing, lifting, pushing, and pulling objects weighing up to 250lbs. often for extended periods. Must be able to maneuver around property. Must be able to sit for prolonged periods of time. Must be able to operate a computer, telephone, and copier. Must have manual dexterity to operate all office equipment. May include exposure to high levels of ambient noise for prolonged periods, must be able to perform essential job functions effectively in such conditions.

• Grooming

All employees must maintain a neat, clean, and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained as part of the orientation process.

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees, or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. This position is classified as non-exempt (per the Fair Labor Standards Act) is subject to overtime in accordance with Federal and State Regulations.

Sun Hill is an Equal Opportunity Employer committed to fostering a diverse, inclusive, and respectful workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, citizenship status, protected veteran status, or any other characteristic protected by applicable federal, state, or local laws.