PBX Operator Job Tysons area,Virginia USA,Hospitality / Hotel / Catering

Position: PBX Operator - The Watermark Hotel

PBX Operator - The Watermark Hotel

B.

F. Saul Company Hospitality Group invites you to take your career to the next level. As a leader in hospitality, our "One Team!" philosophy is grounded in delivering exceptional guest experiences through engaged, empowered team members. We seek individuals who are passionate about luxury service, committed to excellence, and driven to create memorable moments that exceed expectations.

B.

F. SAUL COMPANY HOSPITALITY GROUP ONE TEAM!

Our core values guide every guest interaction and internal partnership:

Success: Delivering exceptional results for our guests and one another
Respect: Acting with integrity, professionalism, and sincerity
Collaboration: Supporting one another to achieve service excellence
Communication: Clear, thoughtful, and purposeful engagement
Fun & Encouragement: Creating an uplifting, positive environment
Adapt & Change: Embracing innovation and continuous improvement

THE BIG THREE SERVICE COMMITMENT

A highly engaged, polished team delivering anticipatory service

An impeccably maintained environment where every detail matters

Guests who receive not only what they expect—but something more

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.

EDUCATION, SKILLS, AND EXPERIENCE

Experience:

Minimum one year in luxury hospitality, PBX, guest services, or reservations preferred

Education:

High School Diploma or GED required

POSITION COMPETENCIES

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

ESSENTIAL DUTIES AND RESPONSIBILITIES Luxury Communication & Guest Engagement

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.

Call Management Excellence

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.

Cross Department Collaboration

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.

Food & Beverage Reservations (Wren & Naisho)

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…