HOTEL PBX OPERATOR

Crescent Hotels & Resorts; New York (NY); On-site; USD 41,000 - 48,000; Full time

Benefits offered by this job

Benefits package

401(k) eligibility

Professional development opportunities

Hotel travel benefits

Job summary

Elysée New York, a luxury boutique hotel in Midtown Manhattan, seeks a poised PBX Operator to manage all guest communications with warmth and discretion. Reporting to Front Office Management, you will answer and route calls, relay messages, handle wake-up calls, and provide hotel information while protecting guest privacy.

This role requires a flexible schedule, including beyond hours, and collaboration with Front Desk, Bell Services, Housekeeping, and Engineering to ensure seamless guest

Qualifications

• High school diploma or equivalent required.
• Minimum two years of guest-service or call-handling experience in a luxury hotel.
• Multilingual capabilities are a plus, though not required.

Responsibilities

• Answer and route calls professionally, efficiently, and with warmth.
• Relay guest messages accurately and promptly to the correct guest or department.
• Provide accurate hotel information and wake-up calls as needed.
• Protect guest privacy and escalate concerns when appropriate.
• Coordinate with Front Desk and other departments for seamless hand-offs.

Skills

Verbal communication

Multi-tasking

Discretion

Guest service mindset

Education

High school diploma or equivalent

Tools

PBX systems

Telephone systems

Paging systems

Reservation systems

Job description

Elysée New York is entering a new chapter as an intimate luxury boutique hotel in the heart of Midtown Manhattan. The hotel blends the elegance of a historic New York residence with the warmth and cultural spirit of a European luxury hotel, delivering a guest experience built on genuine hospitality, considered detail, and quiet discretion. Elysée New York by Wunderkind Hotels is managed by Crescent Hotels & Resorts, one of North America's leading hospitality management companies.

Compensation: $30.00 to $35.00 per hour

Description

Elysée New York is entering a new chapter as an intimate luxury boutique hotel in the heart of Midtown Manhattan. The hotel blends the elegance of a historic New York residence with the warmth and cultural spirit of a European luxury hotel, delivering a guest experience built on genuine hospitality, considered detail, and quiet discretion. Elysée New York by Wunderkind Hotels is managed by Crescent Hotels & Resorts, one of North America's leading hospitality management companies.

Position Overview

Elysée New York is seeking a poised, detail-oriented PBX Operator to manage all incoming and outgoing hotel communications, serving as the discreet voice of Elysée New York on every call. Reporting to Front Office Management and the Director of Operations, this individual answers and routes calls, relays guest messages accurately, and handles wake-up calls and emergency communications, all while providing hotel information and services with the same warmth and discretion guests receive in person. The Front Office operates to Leading Quality Assurance standards, and the PBX Operator is responsible for bringing those standards to life in every call, message, and connection made on the guest's behalf. This position requires a flexible schedule, including the willingness to work beyond scheduled hours when needed.

CALL HANDLING AND GUEST COMMUNICATION

• Be the first voice and ambassador of Elysée New York
• Answer and route all incoming and outgoing calls professionally, efficiently, and with genuine warmth.
• Take and relay guest messages accurately and promptly to the correct guest or department.
• Provide accurate hotel information and services to callers, drawing on current knowledge of Elysée New York's offerings and house vocabulary.
• Handle wake-up call requests precisely, confirming details with the guest and following through without fail.
• Tend to all guest requests and text messages using the KYC tool.
• Protect guest privacy at all times, including never confirming a guest's room number or stay details to an unverified caller.

EMERGENCY AND CRISIS COMMUNICATION

• Handle emergency communications calmly and accurately, following hotel emergency procedures and notifying the appropriate department or Manager on Duty without delay.
• Maintain composure and clear judgment under pressure, particularly during high call volume or urgent situations.

COORDINATION AND COMMUNICATION

• Coordinate continuously with the Front Desk, Bell Services, Housekeeping, Engineering, and other departments to ensure prompt, accurate communication between guests and hotel teams.
• Communicate clearly and discreetly with the Front Office team over the Relay to manage call flow and guest hand-offs.
• Using the KYC tool, ensure all guest and internal requests are followed up on and resolved in a timely manner.
• Alert the Front Office Manager or Assistant Front Office Manager promptly to any guest concern, system issue, or situation requiring escalation.

QUALITY ASSURANCE AND BRAND STEWARDSHIP

• Uphold Leading Quality Assurance and Elysée New York service standards on every call.
• Maintain strict confidentiality of guest information at all times.
• Participate in ongoing training and coaching to reinforce luxury service standards and house vocabulary.
• Adapt quickly and professionally to new systems, procedures, or an ever-changing work environment.

Required Qualifications And Skills

• Exceptional verbal communication skills, with a clear, professional, and welcoming phone presence.
• Strong attention to detail and the ability to multi-task across simultaneous calls and requests without sacrificing accuracy.
• Sound judgment, discretion, and composure, particularly during emergencies or high-volume periods.
• Ability to learn new systems and procedures quickly in an ever-changing work environment.
• Working knowledge of hotel telephone, paging, and reservation systems, or the ability to learn new systems quickly.
• High school diploma or equivalent required.
• Minimum two years of guest-service or call-handling experience within a luxury hotel environment.
• Demonstrated experience delivering personalized, high-touch guest service.
• Ability and willingness to work a flexible schedule, including beyond scheduled hours when necessary, and across weekends and holidays.
• Experience within the New York City luxury hospitality market.
• Familiarity with PBX, telephone, or paging systems, or a comparable communications platform.
• Multilingual capabilities are a plus, though not required.

Compensation And Benefits

• Competitive salary, benefits package, 401(k) eligibility, professional development opportunities, and hotel travel benefits available through eligible programs.

WHY JOIN ELYSÉE NEW YORK

Joining Elysée New York is an opportunity to help shape the re-emergence of a legendary New York hotel and to build a new standard of intimate, personalized luxury hospitality. The PBX Operator is often a guest's first voice at Elysée New York, work that is considered, genuine, and built to last, on a platform toward future hotel leadership growth opportunities. We invite candidates who believe that luxury is defined not by formality alone, but by generosity, discretion, and the ability to make every guest feel genuinely seen, to join us and help build a place where every guest, and every team member, belongs.

EQUAL OPPORTUNITY STATEMENT

Elysée New York, managed by Crescent Hotels & Resorts, is an Equal Opportunity Employer, including Protected Veterans and Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the applicable Know Your Rights notice from the United States Department of Labor.

Note

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate's supervisor. Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.