PBX Operator

Position Summary

The PBX Operator serves as the central communication hub for the hotel handling all incoming and outgoing calls while delivering exceptional guest service. This role ensures seamless communication between guests departments and external callers contributing to a positive and professional guest experience.

Key Responsibilities

• Operate the hotels multi-line PBX/switchboard system
• Answer all incoming calls in a prompt courteous and professional manner
• Route calls accurately to guest rooms departments or management staff
• Provide guests with information about hotel services amenities local attractions and directions
• Handle guest requests such as wake-up calls messaging and special service coordination
• Monitor emergency lines and respond according to hotel safety procedures
• Coordinate with Front Desk Housekeeping Engineering and Security teams
• Maintain accurate logs of calls messages and wake-up requests
• Assist with group communications and VIP guest requests
• Uphold guest privacy and confidentiality at all times

Qualifications

• High school diploma or equivalent required
• Previous experience in hospitality PBX front desk or call center preferred
• Strong verbal communication and customer service skills
• Ability to multitask in a fast-paced guest-focused environment
• Familiarity with hotel systems (PMS PBX consoles) is a plus
• Professional appearance and demeanor

Preferred Skills

• Experience with hotel property management systems (PMS)
• Knowledge of local area attractions and services
• Bilingual or multilingual abilities a plus

Work Environment

• 24/7 hotel operation requiring flexible scheduling (nights weekends holidays)
• Fast-paced environment with high guest interaction

Physical Requirements

• Prolonged sitting and use of headset/telephone equipment
• Ability to communicate clearly and effectively

Stepstone Hospitality and the Renaissance Des Moines Savery Hotel are Equal Opportunity Employers - EOE/M/F/D/V