Guest Experience Concierge – Front Desk & PBX

The St Joe Company; Santa Rosa Beach (FL); On-site; USD 19,000 - 28,000; Full time

Job summary

The St. Joe Company is seeking a PBX Operator/Switchboard Operator at WaterColor Resort in Santa Rosa Beach, FL.

You will be the first point of contact for guests and callers, handling inbound and outbound calls with courtesy and efficiency, and supporting front desk operations as needed. Responsibilities include maintaining knowledge of hotel services, routing calls, assisting with wake-up calls, and coordinating messages and emergencies.

Qualifications

• Sufficient education and literacy needed to identify and read product labels and to communicate with guests about job-related needs
• Ability to read, write, speak, and communicate in basic English preferred
• Previous phone customer experience preferred
• Previous experience in a related hospitality position preferred

Responsibilities

• Maintain knowledge of and comply with all departmental policies, service procedures, and standards
• Maintain complete knowledge of correct maintenance and use of equipment
• Maintain complete knowledge events, including but not limited to, scheduled daily activities, in-house groups, hotel extensions, all special requests, hours of operation for each outlet, features and services provided by the hotel, and all front desk operations
• Always maintain positive guest relations.
• Document and resolve guest complaints, ensuring guest satisfaction
• Provide callers with accurate information on hotel facilities and services
• Respond to all incoming telephone calls within 3 rings, using proper salutation and closing
• Route callers to appropriate department
• Monitor busy lines; check back with caller on hold to update status and offer to take a message or offer a callback
• Take, record, and relay messages accurately
• Access system to print guest messages on PBX printer and coordinate delivery with Bell Stand
• Accept, record and deliver wake-up calls
• Assist callers with credit card, calling card, collect, overseas and person to person calls
• Accept and process all guest requests including but not limited to, screening calls, do not disturb, call forwarding, and non-registered guest calls
• Utilize property management software to handle guest inquiries
• Assist with any front desk operations opening and closing tasks
• Review status of assignments and any follow-up action with on-coming Operator
• Assist in emergency situations as central communication center for hotel
• Assist as other duties are assigned

Skills

Attention to detail

Guest relations

Time management

Service mindset

Phone handling

Team & independent work

Hospitality background

Education

Sufficient education and literacy

Tools

Property management software

Job description

The St. Joe Company is seeking a PBX Operator/Switchboard Operator at WaterColor Resort in Santa Rosa Beach, FL.

You will be the first point of contact for guests and callers, handling inbound and outbound calls with courtesy and efficiency, and supporting front desk operations as needed. Responsibilities include maintaining knowledge of hotel services, routing calls, assisting with wake-up calls, and coordinating messages and emergencies.