PBX Operator - Watermark Hotel

Job Overview

The PBX Operator is the voice of the hotel and a critical ambassador of the guest experience. This role delivers refined, anticipatory service through all guest communications, ensuring every interaction reflects Forbes-level standards of professionalism, warmth, and personalization.

The PBX Operator serves as the central communication hub of the hotel, seamlessly connecting guests to services while proactively identifying opportunities to enhance satisfaction, as measured through Medallia and guest feedback platforms.

• Minimum one year in luxury hospitality, PBX, guest services, or reservations preferred.
• High School Diploma or GED required.

• Luxury Guest Engagement & Emotional Intelligence
• Professional Communication & Telephone Etiquette
• Attention to Detail & Accuracy
• Composure Under Pressure
• Team Collaboration
• Accountability & Ownership of Guest Experience

• Answer all incoming calls promptly using refined, polished, and personalized language aligned with Forbes standards.
• Anticipate guest needs by listening actively and offering thoughtful, tailored solutions beyond the stated request.
• Address guests by name whenever possible, creating a personalized and memorable interaction.
• Handle all guest inquiries, requests, and concerns with urgency, empathy, and professionalism.

• Operate as the central communication hub, routing calls accurately and efficiently.
• Manage wake‑up calls with precision, ensuring timely execution without error.
• Maintain clear, detailed, and accurate records of messages and guest requests.

• Coordinate seamlessly with Front Office, Housekeeping, Engineering, and Food & Beverage to fulfill guest needs.
• Communicate VIP arrivals, special requests, and service recovery opportunities proactively.
• Support Front Office operations during peak demand while maintaining service excellence.

• Serve as an extension of the Food & Beverage experience by managing and facilitating reservations for Wren and Naisho with accuracy and attention to detail.
• Demonstrate thorough knowledge of each outlet, including concept, ambiance, menu highlights, dress expectations, hours of operation, and unique guest experiences.
• Assist guests in selecting dining times that align with their preferences while optimizing restaurant flow and availability.
• Utilize reservation systems and internal tools to accurately input, modify, and confirm dining reservations.
• Capture and communicate all relevant guest details including special occasions, dietary restrictions, VIP status, and seating preferences.
• Coordinate closely with restaurant leadership to communicate VIP reservations, special requests, and service recovery opportunities.
• Provide anticipatory service by proactively suggesting dining experiences when appropriate (upselling with authenticity and confidence).
• Ensure all reservations are confirmed clearly with guests, including date, time, location, and any special instructions.

• Actively contribute to improving guest satisfaction scores by delivering consistent, high‑quality interactions.
• Identify service gaps in real time and take ownership to resolve or upscale appropriately.
• Support a culture of continuous improvement by incorporating guest feedback into daily service delivery.

• Serve as a calm, confident communication point during emergencies, following all safety protocols.
• Escalate urgent situations immediately and ensure accurate communication across departments.

• Maintain complete confidentiality of guest and hotel information at all times.
• Demonstrate professionalism and composure in a high‑volume, fast‑paced environment.
• Stay informed of hotel services, local attractions, and operational updates to provide accurate information.

Team members are expected to uphold the highest standards of professionalism, integrity, and respect. Behaviors inconsistent with company values will be subject to corrective action.

Performance will be evaluated based on service excellence, adherence to Forbes-level standards, and contribution to guest satisfaction metrics, including Medallia scores.

All team members are expected to consistently demonstrate “The Big Three” and contribute to a culture of exceptional service and accountability.

$24.50 - $24.50 an hour