Agent, PBX; Bozeman, MT

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure.

This is not simply our job, it’s our passion.

The Agent, PBX is responsible for managing all incoming and outgoing telephone communications for the resort, ensuring calls are handled promptly, professionally, and accurately. The PBX Agent serves as a key communication link between guests, colleagues, and hotel departments by directing calls, providing accurate information, handling guest requests, and maintaining effective communication throughout the property. The Agent, PBX must have excellent knowledge of the resort, its departments, services, amenities, activities, and operating procedures in order to provide accurate and efficient assistance to guests and colleagues.

This position is also responsible for handling wake-up calls, following emergency telephone procedures, maintaining current telephone directories and extension information, and ensuring all PBX standards and procedures are consistently followed.

The position may require occasional overnight shifts to ensure continuous coverage of incoming calls and after-hours guest needs.

Professional Development

• Carry out all assigned tasks with honesty, transparency, and integrity.
• Maintain polite, professional, and respectful relationships with guests and colleagues.
• Demonstrate clear, effective, and professional verbal communication.
• Maintain a supportive and collaborative team environment.
• Attend pre-shift briefings and departmental meetings as required.
• Participate in training and onboarding of new employees when requested.
• Maintain flexibility in scheduling to support operational requirements, including nights, weekends, and holidays.

Brand and Service Standards

• Act as a One&Only brand ambassador at all times.
• Adhere to company ethics and anti-bribery policies.
• Understand, instill, and demonstrate the Company Philosophy.
• Ensure compliance with all brand standards, LQA and Forbes standards, quality standards, and SOPs applicable to the position.
• Maintain workplace discipline in accordance with company philosophy, policies, and procedures.
• Maintain guest confidentiality and privacy at all times.
• Follow all company grooming and professional appearance standards.
• Maintain a clean, organized, and professional PBX work environment.

PBX / Telephone Operations

• Manage all incoming internal and external telephone calls promptly, efficiently, and professionally.
• Answer calls using the established resort telephone greeting and service standards.
• Direct calls to the appropriate department, colleague, or extension while ensuring accurate and efficient call handling.
• Handle guest inquiries, requests, and complaints received by telephone with professionalism, courtesy, and a service-oriented approach.
• Provide accurate information regarding resort services, amenities, activities, outlets, operating hours, and general resort information.
• Maintain comprehensive knowledge of room categories, property locations, departments, services, activities, and amenities.
• Maintain current knowledge of all department extension numbers, direct lines, fax numbers, and key contact information.
• Regularly update telephone directories and communicate changes to the appropriate departments.
• Accurately take and relay messages when the requested colleague or department is unavailable.
• Communicate guest feedback, requests, and concerns to the appropriate department or colleague in a timely manner.
• Carry out guest wake-up calls according to established procedures and service standards.
• Handle after-hours calls and requests…