Guest Services Operator

Guest Service Operator General Purpose

As a PBX Operator, you will serve as the central point of contact for internal and external calls, ensuring that every guest and colleague communication is handled efficiently, courteously, and with a genuine sense of care.

• Answer and direct all incoming calls promptly, professionally, and courteously.
• Assist guests with information requests, messages, and wake‑up calls.
• Communicate guest requests and messages to appropriate departments quickly and accurately.
• Maintain a thorough knowledge of hotel facilities, services, and operating hours.
• Handle emergency calls, alarms, and security communications following hotel safety procedures.
• Monitor and maintain accurate logs of calls, messages, and incidents.
• Support the Front Office and Concierge teams to enhance the overall guest experience.
• Uphold brand standards and demonstrate genuine care in every guest interaction.
• Assist with Front Desk Check‑in and Check‑outs when needed.
• Other duties as assigned.

• Previous experience in a customer service, hospitality, or switchboard role preferred.
• Excellent verbal communication and active listening skills.
• Professional phone etiquette and a calm, clear speaking voice.
• Ability to multitask in a fast‑paced environment while maintaining accuracy.
• Basic computer and telephone system knowledge.
• A warm, friendly, and professional demeanor with a focus on guest satisfaction.
• Flexibility to work various shifts, including weekends, evenings, and holidays.

• Work is primarily performed in an indoor office or back‑of‑house communications area.
• Requires sitting for extended periods while operating a telephone switchboard and computer.
• May involve light physical activity such as reaching, bending, or handling office equipment.
• Frequent use of hands and fingers to operate communication systems and input data.
• Occasional exposure to varying noise levels and busy front‑of‑house environments.
• Must be able to remain calm and focused during high call volumes or emergency situations.