PBX Operator Reservations Agent

The PBX Operator / Reservations Agent is a dual-role position responsible for providing exceptional guest service through efficient telephone operations and accurate reservations handling. This role ensures all internal and external calls are managed professionally while supporting the Reservations team with booking inquiries confirmations and system updates. The ideal candidate is detail-oriented service-driven and able to multitask in a fast-paced hotel environment.

Essential Job Functions

PBX Operations

• Answer all incoming calls promptly courteously and professionally following brand and hotel standards.

• Transfer calls to appropriate departments or team members accurately.

• Manage internal communications including messages wake-up calls operator logs and emergency protocols.

• Monitor hotel emergency lines and assist in crisis procedures as instructed.

• Provide general hotel information and support guest requests via phone.

• Assist Front Office and Guest Services with communication flow paging and other operator tasks.

•   Must be well versed with all hotel amenities and departments to serve as an ambassador to promote them.

•  Assists in reporting telephone equipment or service complaints and problems.

•    Assists in reporting I.T. issues to Helpdesk and following up to ensure case tickets are resolved

•  Assists Reservations Department & Front Desk with Emails.

•   Adheres to ACCOR standards for guest services.

•   Delivers exceptional levels of customer service to all guests and ensures that all their requests are handled in an efficient and timely manner.

•   Assists Front Office Leadership with responding to OTA extranet requests and feedback from  guests 

Reservations

• Handle individual reservation inquiries via phone email and internal systems.

• Accurately enter bookings modifications and cancellations into the hotel PMS.

• Promote hotel offerings room types packages and upsell opportunities.

• Maintain knowledge of hotel availability rates promotions and operational updates.

• Ensure all reservations follow hotel policies guarantee requirements and billing procedures.

• Support group reservations pre-arrivals and special requests when required.

• Coordinate with Front Office Sales and Revenue teams to ensure accurate room allocation and guest preferences.

Qualifications :

• Previous hotel experience preferred (Front Office PBX or Reservations).

• Strong communication skills (verbal and written).

• Proficient in hotel operating systems (PMS); Opera experience is a plus.

• Ability to multitask while maintaining accuracy and service focus.

• Strong customer-service mindset and problem-solving skills.

• Flexible schedule availability including weekends and holidays.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time