PBX Operator

Job Summary

The PBX Operator is responsible for handling all incoming and outgoing hotel phone calls efficiently, courteously, and professionally while adhering to the hotel’s standard operating procedures. This role ensures that calls are directed appropriately and provides exceptional service to guests and associates.

• Greet guests and associates with a friendly, service‑oriented approach.
• Answer all calls promptly and courteously, ensuring efficient service.
• Handle check‑ins and check‑outs in a friendly, efficient and courteous manner.
• Respond to guest inquiries regarding hotel services, facilities, and hours of operation.
• Deliver messages accurately and maintain guest privacy at all times.
• Provide accurate directions to the hotel and information about the local area.
• Be familiar with hotel emergency procedures and VIP guest protocols.
• Serve as the radio dispatcher and follow proper radio and paging procedures.
• Record and follow up on all guest requests, ensuring timely completion.
• Process wake‑up calls and maintain the filing system for guest registration cards.
• Complete daily shift checklist.
• Maintain regular attendance, be consistently on time, and observe prescribed work, break, and meal periods in compliance with standards.
• Follow all company policies and procedures, and report accidents, injuries, and unsafe work conditions to the manager.
• Ensure uniform and personal appearance are clean and professional; wear the proper uniform at all times in accordance with the Standards of Appearance.
• Attend required meetings and training sessions.
• Cross‑train in Guest Service agent, Reservations, and also provide backup to the front desk or other administrative positions within the front office when needed and scheduled.

• One month of related experience or training in a similar role.
• Ability to maintain guest privacy and handle confidential information.
• Excellent communication and organizational skills.

The role involves frequent interaction with guests and team members in a busy hotel setting. The position requires long periods of sitting and using a telephone system. Occasionally, staff may need to lift and carry up to 20 lbs. (e.g., ledgers, small office supplies, deliveries). Employees must be available to work various shifts, including evenings, weekends, and holidays as needed. The job also requires frequent use of a computer and telephone, as well as standing, sitting, and walking for long periods throughout the shift.

This job description is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities that may be required of the team member. Duties, responsibilities, and activities may change at any time with or without notice.

Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, or physical or mental disability. All aspects of employment—including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination—will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.

• Medical
• Dental
• Vision
• PTO
• 401(k) matching
• Wellness support
• Life and disability coverage
• Savings accounts
• Tuition aid
• Travel and lodging perks