PBX Operator

Responsibilities

Luxury Communication & Guest Engagement

• 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.

Call Management Excellence

• 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.

Cross Department Collaboration

• 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.

Food & Beverage Reservations (Wren & The Naisho Room)

• Serve as an extension of the Food & Beverage experience by managing and facilitating reservations for Wren and The Naisho Room 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.

Medallia & Service Recovery Focus

• 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.

Emergency & Safety Leadership

• Serve as a calm, confident communication point during emergencies, following all safety protocols.
• Escalate urgent situations immediately and ensure accurate communication across departments.

Operational Excellence

• 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.

Qualifications

Education: High school diploma/GED or equivalent experience required.

Experience/Knowledge/Skills/Abilities

• * Must be customer focused, pay attention to details, and work well with others.
• Minimum one year in luxury hospitality, PBX, guest services, or reservations preferred
• Must be able to perform job duties in a repetitious and fast paced environment.
• Must utilize excellent guest service skills to enhance the museum experience and meet the needs of museum guests with a positive attitude
• Must be able to multi-task and be self-motivated
• Must be willing to work a flexible schedule that includes nights, weekends, holidays and special events
• Physical: Ability to lift, push and pull up to 50 pounds on a regular basis throughout shift
• Standing, stooping, and bending for long periods of time
• Requires ability to complete physically demanding responsibilities such as walking, standing, carrying, and lifting continuously throughout the shift.