PBX Operator

Sandia Resort & Casino; Albuquerque (NM); On-site; USD 16,531 - 22,041; Full time

Job summary

Sandia Resort & Casino is seeking a PBX Operator to manage hotel communications, route calls, and support front desk and guest services. You will handle wake-up calls, reservations, and guest requests using HotSOS and IP Agent systems, ensuring accurate data entry and courteous guest interactions.

The role requires 1 year in a hotel/resort and a HS diploma or GED, with background checks and drug screening. This on-site position emphasizes teamwork, reliability, and professional communication.

Qualifications

• One year of experience in a hotel or resort is required.
• High School diploma or GED equivalent required.
• Must pass a background investigation and drug screening.

Responsibilities

• Operates a computer-based telephone system routing internal and external calls to appropriate departments.
• Handles and tracks all guest related issues using HotSOS software.
• Utilizes the property management system to provide personalized service to the hotel guests.
• Utilizes the property management system in support of Front Desk staff including room charges and guest privacy.
• Enters and confirms guest wakeup call requests into IP Agent system.
• Takes restaurant reservations and handles inquiries as required.
• Coordinates information to internal and external inquirers.
• Performs various clerical duties as required.

Skills

PBX knowledge

Guest relations

Teamwork

Independence

Communication skills

PC skills

Telephone etiquette

Data accuracy

Telephone dialing knowledge

Data entry

Directory information policies

Clerical skills

Customer service standards

Education

High School diploma or GED

Experience in hotel or resort

Tools

HotSOS

SMS software

IP Agent

Job description

Position Summary

PBX is the core of the Sandia Resort & Casino operation, maintaining communication between customers, guests, and staff. The PBX Operator will efficiently distribute calls to various individuals and departments to ensure timely response to any information request and to the guest’s satisfaction.

Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provide opportunities for qualified team members, and contribute towards the ongoing success at Pueblo of Sandia today and in the future.

Essential Duties and Responsibilities

1. Operates a computer-based telephone system routing internal and external calls to appropriate departments.
2. Handles and tracks all guest related issues and their needs using HotSOS software.
3. Utilizes the property management system to provide personalized service to the hotel guests.
4. Utilizes the property management system in support of Front Desk staff including room charges, guest privacy, etc.
5. Obtains reports on cash paying guests from SMS software and posts charges to guest accounts.
6. Enters and confirms guest wakeup call requests into IP Agent telephone system.
7. Places out of state and international calls.
8. Takes restaurant reservations.
9. Coordinates specific information to both internal and external inquirers, as required.
10. Performs various clerical duties as required.
11. Takes messages when employees cannot be reached.
12. Must attend/complete all required departmental training.
13. Works collaboratively to deliver the highest degree of service to the guests.
14. Punctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned schedule each day in accordance with the Attendance Policy for Pueblo Sandia.

Additional Responsibilities

1. Performs other job-related duties as assigned.
2. A quality guest service experience is an essential component for all Team members working at the Pueblo of Sandia particularly those positions assigned to work in all public areas.

Team members in this capacity

1. Serves as the initial point of contact for guest inquiries in a courteous and attentive manner.
2. Reflects a sense of trust, comfort and understanding by demonstrating empathy for guests when problems occur.
3. Resolves all issues in a timely manner, ensuring guest satisfaction and exceeding expectations. Possesses knowledge and understanding of all products and services offered.
4. Builds relationships with guests based upon, respect, and confidence while maintaining a friendly, and approachable demeanor.

Key Performance Indicators

This position has Key Performance Indicators (KPI’s) identified as a measurement of success. KPI’s will be shared with all team members who work in this job title and feedback will be provided regarding the successful completion of the KPI’s as part of the performance review process.

Knowledge, Skills, and Abilities

1. Knowledge of PBX telephone consoles and related equipment.
2. Ability to promote positive guest relations with all telephone callers.
3. Ability to work cohesively with co‑workers as part of a team.
4. Ability to work with minimal supervision.
5. Ability to remain in a stationary position for extended periods of time.
6. Must have good interpersonal communication skills.
7. Must have good PC skills.
8. Ability to interact and communicate with people over the telephone, often in stressful situations.
9. Ability to verify data input and correct errors.
10. Knowledge of telephone system and dialing procedures, including long distance, international and internal.
11. Basic data entry and/or word processing skills.
12. Knowledge of policies and procedures for the imparting of directory information over the telephone.
13. Clerical and basic office skills.
14. Knowledge of customer service standards and procedures.

PBX Operator Job Qualifications

Education and Experience

Required:

1. One (1) year of experience in a hotel or resort.
2. High School diploma or GED equivalent required.

Preferred: Note: Relevant work experience or education may be substituted to satisfy education and/or work experience.

License/Certifications/Registrations

1. Must be able to successfully pass a stringent background investigation.
2. Will require a pre-employment and random drug screening.

Physical Requirements/Working Conditions

Physical demands of the role include balancing, feeling, finger dexterity, grasping, hearing, kneeling, lifting, pulling, pushing, reaching, seeing, walking, sitting, standing, stooping, and talking. The role may also require exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Activities involve walking, standing, and sitting within an indoor environment protected from weather conditions but not necessarily from temperature changes. Non‑adverse environmental conditions typical of office or administrative work apply.

List Working Conditions Required:

1. Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
2. Inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes.
3. Non‑adverse environmental conditions (as in typical office or administrative work).