Hotel PBX Operator/ AYS

Ascent Hospitality; Mobile (AL); On-site; USD 19,286 - 26,174; Full time

Benefits offered by this job

Competitive Salary

Health, Dental, Vision, Life Insurance

401k with employer MATCH

Paid PTO

Uniforms Provided

Team Member Hotel Discount Program

Job summary

Ascent Hospitality is seeking a friendly and detail-oriented Front Desk/Operator to manage high-volume guest calls, help with reservations, and relay information across hotel departments. The role emphasizes professional communication, accuracy in records, and responsive service in a fast-paced environment.

Ideal candidates bring prior receptionist/customer-service experience, strong verbal skills, and reliability to support guest satisfaction while assisting during emergencies and coordinating

Qualifications

• Previous experience in customer service or receptionist roles preferred.
• Excellent verbal communication skills for effective interaction with guests and colleagues.
• Strong focus on providing exceptional customer service and ensuring guest satisfaction.
• Basic computer proficiency, including familiarity with office applications and reservation systems.
• Ability to multitask and handle multiple responsibilities simultaneously.
• Attention to detail in maintaining accurate records and updating guest information.
• Effective problem-solving skills to resolve guest inquiries and issues promptly.
• Adaptability to work varying shifts, including evenings, weekends, and holidays as required in hospitality settings.

Responsibilities

• Answer incoming calls promptly and professionally, directing to the appropriate departments.
• Provide information about hotel facilities, services, and local attractions; assist with reservations.
• Facilitate communication between hotel departments for coordination.
• Act as a point of contact during emergencies per hotel protocols.
• Operate and maintain switchboards and voicemail.
• Deliver courteous, helpful, and responsive customer service.
• Log calls, update guest information, and maintain accurate records.
• Resolve guest concerns related to telephone services promptly.

Skills

Switchboard operations

Intercoms

Voicemail

Customer service

Multitasking

Attention to detail

Problem-solving

Emergency procedures

Team collaboration

Basic computer skills

Job description

Ascent Hospitality has an extensive portfolio of hotels and a strong pipeline of new properties and acquisitions, but we’re not about numbers…we’re about people and that remains our foundation. Our culture expresses a memorable experience for all of our Team Members and guests alike. So we’re constantly looking for individuals who work well together for a unified purpose. For our leadership, we’re looking for accomplished individuals with a passion to serve others, strong communicators who clearly understand the needs of others and trendsetters who excel at challenges and change. If this is what you’re all about, consider joining our Team.

The operator serves as the primary point of contact for incoming and outgoing calls, efficiently directing inquiries to the appropriate departments or personnel. They play a pivotal role in providing guests with information about hotel amenities, services, and local attractions, as well as assisting with reservations and guest requests. Operators also facilitate internal communication among different hotel departments to ensure seamless operations. Additionally, they manage communication systems like switchboards and voicemail, ensuring they operate smoothly. During emergencies, operators act as a crucial link for disseminating information and coordinating responses according to hotel protocols. Their role requires strong customer service skills, effective problem‑solving abilities, and meticulous attention to detail in maintaining accurate records and handling administrative tasks.

Benefits

• Competitive Salary!
• Benefits - Health, Dental, Vision, Life Insurance, and other supplemental options!
• 401k with employer MATCH!
• Paid PTO!
• Uniforms Provided for most positions!
• Team Member Hotel Discount Program!

Essential Functions

• Promptly and professionally answer incoming calls, directing them to the appropriate departments or individuals.
• Provide information to guests about hotel facilities, services, and local attractions; assist with inquiries and reservations.
• Facilitate communication between hotel departments for efficient coordination.
• Act as a point of contact during emergencies, following established protocols for communication and response.
• Operate and maintain hotel communication systems such as switchboards and voicemail.
• Deliver exceptional customer service by being courteous, helpful, and responsive.
• Perform administrative tasks including logging calls, updating guest information, and maintaining accurate records.
• Resolve guest concerns or issues related to telephone services or communication needs promptly.

Specific Job Knowledge, Skills and Abilities

• Proficiency in operating hotel communication systems such as switchboards, intercoms, and voicemail.
• Strong customer service skills to provide courteous and efficient assistance to guests.
• Effective problem‑solving abilities to address guest inquiries and resolve issues promptly.
• Ability to multitask and manage multiple responsibilities, including handling calls and coordinating internal communications.
• Attention to detail in maintaining accurate records and updating guest information.
• Knowledge of hotel emergency procedures and the ability to remain calm and follow protocols during emergencies.
• Collaboration skills to work effectively with other hotel departments and personnel.
• Adaptability to work in a fast‑paced environment, including evenings, weekends, and holidays.
• Basic computer proficiency for tasks like data entry and accessing guest information systems.

Physical Demands

• Prolonged periods of sitting at a desk while operating communication systems and performing administrative tasks.
• Use of manual dexterity and hand‑eye coordination for operating telephones, computers, and other equipment.
• Occasional walking within the front desk area or office to assist guests or retrieve information.
• Some standing may be required for tasks away from the desk or while assisting guests in person.

Qualification Standards

• Previous experience in customer service or receptionist roles preferred.
• Excellent verbal communication skills for effective interaction with guests and colleagues.
• Strong focus on providing exceptional customer service and ensuring guest satisfaction.
• Basic computer proficiency, including familiarity with office applications and reservation systems.
• Ability to multitask and handle multiple responsibilities simultaneously.
• Attention to detail in maintaining accurate records and updating guest information.
• Effective problem‑solving skills to resolve guest inquiries and issues promptly.
• Adaptability to work varying shifts, including evenings, weekends, and holidays as required in hospitality settings.

EEO Employer