PBX Operator

Overview

Everline Resort & Spa is seeking a professional, service-oriented PBX Operator to join our People & Guest Services team. The PBX Operator is responsible for providing exceptional telephone and communication services to resort guests, visitors, and colleagues while serving as an important point of contact for the overall guest experience.

The ideal candidate is personable, calm under pressure, highly organized, and able to manage multiple communication channels while maintaining a professional and welcoming demeanor.

• Answer and direct incoming telephone calls promptly, professionally, and courteously.
• Provide accurate information regarding resort amenities, outlets, services, operating hours, directions, and local attractions.
• Handle guest requests and inquiries and coordinate with appropriate resort departments to ensure timely resolution.
• Process wake-up calls and other guest telephone requests accurately.
• Monitor and respond to emergency, security, and operational communications in accordance with resort procedures.
• Maintain accurate knowledge of resort operations, room types, amenities, outlets, events, and activities.
• Communicate effectively with Front Office, Housekeeping, Engineering, Security, Food & Beverage, Spa, Recreation, and other departments.
• Use the resort telephone system, computer systems, radio communication, and other communication technology as required.
• Document guest requests, messages, incidents, and follow-up information accurately.
• Assist with emergency procedures and follow established communication protocols during emergencies.
• Maintain confidentiality of guest information and resort operations.
• Demonstrate knowledge of Lake Tahoe and surrounding areas to assist guests with local information and recommendations.
• Maintain a professional, positive, and courteous attitude at all times.
• Resolve guest concerns whenever possible and elevate issues appropriately when additional assistance is required.
• Maintain a clean, organized, and professional work area.
• Follow all resort policies, procedures, safety standards, and service standards.
• Perform other duties and responsibilities as assigned by management.

The PBX Operator represents Everline Resort & Spa during many of the guest's first and most important interactions with the resort. Successful candidates will:

• Create a warm and welcoming experience with every interaction.
• Communicate clearly and professionally.
• Listen carefully and demonstrate genuine concern for guest needs.
• Remain calm and courteous during difficult or high-volume situations.
• Anticipate guest needs and provide proactive assistance.
• Protect guest privacy and confidential information.
• Work collaboratively with all resort departments.

• Previous hospitality, customer service, hotel, call center, or telephone experience preferred.
• Excellent verbal communication and listening skills.
• Professional telephone etiquette and a positive attitude.
• Strong attention to detail and ability to multitask.
• Basic computer skills and ability to learn resort systems.
• Ability to remain calm and professional in a high-volume environment.
• Flexible availability, including evenings, weekends, holidays, and overnight shifts as needed.

• Primarily works indoors at a PBX/communications workstation.
• May spend extended periods sitting or standing.
• Fast-paced environment with frequent guest and employee interactions.
• May work evenings, weekends, holidays, and overnight shifts.
• Must be able to respond appropriately to emergency situations.

With or without reasonable accommodation, the employee must be able to:

• Sit and/or stand for extended periods.
• Frequently use hands and fingers to operate telephones, keyboards, radios, and computer equipment.
• Hear and communicate clearly by telephone, radio, and in person.
• Maintain visual attention to computer screens and communication systems.
• Occasionally walk throughout the resort to coordinate with departments.
• Bend, reach, and move within the work area as needed.
• Occasionally lift or carry items weighing up to 20-40
  pounds
  .

Eligible Everline Resort & Spa team members may enjoy a range of benefits and employee perks, which may include:

• Competitive pay and comprehensive benefits for eligible employees.
• Employee discounts on resort dining, spa services, retail, and other resort experiences.
• Discounted stays and travel opportunities through Coral Tree Hospitality.
• Access to resort amenities
  , including…