Luxury Resort PBX & Guest Services Specialist

Cliff House Maine; Cape Neddick (ME); On-site; USD 28,000 - 34,000; Full time

Job summary

Cliff House Maine seeks a PBX Agent to serve as the resort’s central communications hub, handling guest and internal calls with warmth and professionalism. You will support Front Desk operations during peak periods and ensure seamless coordination across departments.

The role requires familiarity with resort amenities, room types, and operational procedures to enhance guest experiences while maintaining Forbes service standards.

Qualifications

• Luxury hotel or Forbes-rated property experience preferred.
• Front Office, PBX, Front Desk, or Guest Services experience preferred.
• Must be available to work varied shifts including mornings, evenings, weekends, and holidays.
• Strong verbal communication and telephone etiquette skills required.
• Ability to multitask and remain calm in a fast-paced environment.
• Comfort with hotel systems: Opera Cloud, HotSOS, Microsoft Outlook, Excel, Word.

Responsibilities

• Answer all incoming external and internal phone calls promptly, professionally, and courteously.
• Manage call queues efficiently and route calls to the appropriate department or staff.
• Support guest arrival flow through queue management and coordination with Front Desk and Bell/Valet teams.
• Coordinate luggage delivery communication with the Bell team for timely arrivals.
• Deliver arrival amenities and VIP gifts to guest rooms with care and presentation.
• Provide guests with accurate information on room types, rates, amenities, dining options, and hotel facilities.
• Maintain knowledge of all guest room types, views, bedding configurations, and special accommodations.
• Handle guest requests and service opportunities with urgency and heartfelt care.

Job description

Cliff House Maine seeks a PBX Agent to serve as the resort’s central communications hub, handling guest and internal calls with warmth and professionalism. You will support Front Desk operations during peak periods and ensure seamless coordination across departments.

The role requires familiarity with resort amenities, room types, and operational procedures to enhance guest experiences while maintaining Forbes service standards.