PBX Operator

PBX Operator

The PBX Operator serves as the primary voice of the hotel, acting as the central communications hub for all guests and inter-departmental telephone traffic. This role is responsible for delivering exceptional, personalized service by answering calls promptly, accurately routing requests, resolving guest inquiries, and ensuring seamless communication throughout the property.

Essential duties and responsibilities include:

• Answer all incoming internal and external telephone calls within three (3) rings with a warm, professional greeting, always using the approved script and proper telephone etiquette.
• Efficiently operate the telephone switchboard (PBX system), accurately transferring calls, placing guests on hold when necessary, and taking detailed, legible messages when required.
• Provide courteous, knowledgeable assistance to guests regarding hotel services, facilities, hours of operation, key personnel, in-house events, room amenities, and local attractions.
• Respond promptly and effectively to guest inquiries, concerns, and complaints; resolve issues independently whenever possible or escalate to the appropriate department/manager while maintaining 100% guest satisfaction.
• Process wake-up calls accurately and verify completion as required.
• Handle emergency calls according to established hotel protocols (fire, medical, bomb threats, etc.) and notify management/security immediately.
• Monitor and respond to room status updates, special requests (DND, privacy, VIP, late check-out, etc.), and maintain accurate logs.
• Coordinate with Housekeeping, Front Office, Engineering, Room Service, and other departments to relay guest requests, maintenance issues, and special needs in a timely manner.
• Assist with basic concierge services including restaurant reservations, transportation arrangements, theater tickets, and recommendations for dining, shopping, entertainment, and local points of interest.
• Maintain thorough knowledge of current hotel promotions, rates, packages, and seasonal events.
• Protect guest privacy and confidentiality in accordance with hotel standards and data protection regulations.
• Update and maintain the telephone directory, emergency contact lists, and departmental extensions.
• Assist with light administrative tasks such as sorting mail, distributing faxes, and updating in-house information systems when needed.
• Perform all other duties assigned by the Front Office Manager, Assistant Front Office Manager, or hotel management.

What are we looking for?

• High school diploma or equivalent required; college coursework in hospitality preferred.
• Minimum 1–2 years of experience in a high-volume PBX, switchboard, or customer service/call center environment (luxury hotel experience strongly preferred).
• Fluency in English (verbal and written); additional languages (Spanish, French, Mandarin, etc.) a plus.
• Exceptional telephone etiquette with a clear, pleasant, and professional speaking voice.
• Strong listening skills and ability to remain calm and courteous under pressure.
• Excellent problem-solving abilities and a genuine desire to exceed guest expectations.
• Proficient with hotel PBX systems (e.g., Mitel, Avaya, Cisco, Opera Cloud PMS integration) and basic computer applications (Microsoft Office, email, internet).
• Thorough knowledge of hotel layout, services, amenities, and surrounding area attractions.
• Ability to type a minimum of 30 WPM and take accurate messages while multitasking.
• Must be able to work a flexible schedule including early mornings, late nights, weekends, holidays, and overnight shifts.
• Professional appearance and demeanor in accordance with hotel grooming standards.

Physical demands:

• Able to sit or stand for extended periods while operating the switchboard.
• Able to lift, carry, push, or pull items weighing up to 20 pounds (telephone equipment, directories, office supplies).
• Frequent use of hands for typing and handling telephone equipment.
• Must possess clear speech and hearing capabilities (with or without reasonable accommodation).

Hourly rate is $6.00 per hour plus a share of the gratuity pool.

These positions require working a flexible schedule of day and/or evening shifts including weekends and public holidays and on call at all times. The applicant must meet the minimum requirements and must be able to speak, read, write and understand the primary language "English" used in the workplace.

Compensation: CI $6.56

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.