Luxury Hotel PBX Operator: Expert Guest Communications

Auberge Resorts Collection; Telluride (CO); On-site; USD 23,000 - 32,000; Full time

Job summary

Madeline Hotel & Residences, Auberge Collection in Telluride, seeks a PBX Operator to be the primary liaison for all internal and external communications across the property. You will ensure calls are handled promptly, directed to correct departments, and messages relayed accurately to guests and staff.

Responsibilities include responding to calls, noting guest inquiries about services and local attractions, coordinating with Front Desk, Bellman, Housekeeping, and other teams, and maintaining

Qualifications

• 1 year experience in same or similar role.
• Ability to clearly and pleasantly communicate in English, both orally and in writing.
• Ability to perform assigned duties with attention to detail.
• Ability to interact in a polite, professional, and engaging manner.
• Experience in a luxury environment is preferred.

Responsibilities

• Respond to all incoming calls efficiently and courteously, directing them to the correct department or individual, ensuring satisfactory service and assistance.
• Accurately record and relay messages to guests and staff, ensuring timely delivery and follow-up.
• Assist guests with inquiries, providing information about hotel services, facilities, and local attractions
• Follow up with guests to ensure their requests have been met to their satisfaction and address guests' service needs in a professional, positive, and timely manner.
• Contact appropriate individuals or departments (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest calls, requests, or problems.
• Answer, record, and process all guest calls, requests, questions, or concerns.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Engage with guests during the phone conversation regarding their stay, property services, and area attractions/offerings.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Assists with monitoring and sends responses through the hotel platform via text messages within 4 minutes whenever possible.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Monitor busy or unanswered lines, check back with callers on hold to update status and offer to take a message.
• Coordinate daily amenity preparation with In Room Dining and prepare amenity cards for the following day.
• Assists in distribution of weekly VIP reports.
• Monitor amenity inventory, report low stock to the Guest Services Leaders and restock when needed.
• Maintain Lost & Found records and follow procedures in place.

Skills

Customer service

Phone etiquette

English proficiency

Tools

PBX system

Job description

Madeline Hotel & Residences, Auberge Collection in Telluride, seeks a PBX Operator to be the primary liaison for all internal and external communications across the property. You will ensure calls are handled promptly, directed to correct departments, and messages relayed accurately to guests and staff.

Responsibilities include responding to calls, noting guest inquiries about services and local attractions, coordinating with Front Desk, Bellman, Housekeeping, and other teams, and maintaining