Guest Experience PBX Operator

The Grove Resort & Water Park Orlando; Town of Florida (NY); On-site; USD 42,981,000 - 63,039,000; Full time

Job summary

The Grove Resort & Water Park Orlando is seeking an At Your Service Operator to warmly welcome guests and provide exceptional service. You will manage incoming calls through the PBX system and ensure clear communication between guests and hotel departments to resolve requests promptly.

In this role you will support the front desk, assist with room service and wake-up calls, and maintain accurate records of messages.

Qualifications

• High school diploma or equivalent required.
• One year of Front Desk experience in hotels preferred.
• One year of customer service or guest-facing experience required.
• Proficient with MS Office (Outlook, Word, Excel) on Windows.
• Experience with hotel PMS systems is a plus (e.g., SMS, Hotsos, Reveinate).

Responsibilities

• Operate PBX system and manage guest calls and inquiries.
• Route calls to front desk, housekeeping, concierge and room service.
• Assist guests with inquiries, wake-up calls and service requests.
• Facilitate internal communications between resort departments.
• Follow emergency protocols and notify security/management when needed.
• Multitask effectively during busy periods and document interactions.

Skills

Front Desk

Customer service

MS Office

PMS systems

Education

High school diploma or equivalent

Tools

SMS

Hotsos

Reveinate

Job description

The Grove Resort & Water Park Orlando is seeking an At Your Service Operator to warmly welcome guests and provide exceptional service. You will manage incoming calls through the PBX system and ensure clear communication between guests and hotel departments to resolve requests promptly.

In this role you will support the front desk, assist with room service and wake-up calls, and maintain accurate records of messages.