PBX OPERATOR

The Pueblo of Sandia; Albuquerque (NM); On-site; USD 23,171 - 26,077; Full time

Job summary

The Pueblo of Sandia is looking for a full-time PBX Operator in Albuquerque, NM. This role focuses on maintaining communication among guests, customers, and staff, managing call distribution effectively. A positive guest experience is central to responsibilities, ensuring timely responses to inquiries.

The ideal candidate brings prior experience in hospitality, a high school diploma or GED, and strong communication skills, all while contributing to a collaborative team environment.

Qualifications

• One year of experience in a hotel or resort.
• Ability to remain in a stationary position for extended periods of time.
• Ability to verify data input and correct errors.

Responsibilities

• Operate a computer-based telephone system routing internal and external calls.
• Handle and track all guest related issues using HotSOS software.
• Take restaurant reservations.

Skills

Knowledge of PBX telephone consoles and related equipment

Ability to promote positive guest relations

Ability to work cohesively with co‑workers

Strong interpersonal communication skills

Proficiency with PC skills

Education

High School diploma or GED equivalent

Job description

Job Details

• Location: Albuquerque, NM 87113
• Position Type: Full Time
• Salary Range: $16.82 - $18.93 hourly
• Job Shift: Any
• Job Category: Resort

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 attracts and retains a qualified workforce, provides opportunities for qualified team members, and contributes toward the ongoing success at Pueblo of Sandia today and in the future.

Essential Duties and Responsibilities

• Operate a computer-based telephone system routing internal and external calls to appropriate departments.
• Handle and track all guest related issues and their needs using HotSOS software.
• Utilize the property management system to provide personalized service to hotel guests.
• Support Front Desk staff using the property management system for room charges, guest privacy, etc.
• Obtain reports on cash‑paying guests from SMS software and post charges to guest accounts.
• Enter and confirm guest wake‑up call requests into IP Agent telephone system.
• Place out‑of‑state and international calls.
• Take restaurant reservations.
• Coordinate specific information to both internal and external inquirers, as required.
• Perform various clerical duties as required.
• Take messages when employees cannot be reached.
• Attend and complete all required departmental training.
• Work collaboratively to deliver the highest degree of service to the guests.
• Maintain punctual and regular attendance and report to work based upon the assigned schedule in accordance with the Attendance Policy for Pueblo Sandia.

Additional Responsibilities

• Perform other job‑related duties as assigned.
• Provide a quality guest service experience, especially for Team members working in public areas.

Team Responsibilities

• Serve as the initial point of contact for guest inquiries in a courteous and attentive manner.
• Reflect trust, comfort, and understanding by demonstrating empathy for guests when problems occur.
• Resolve all issues in a timely manner, ensuring guest satisfaction and exceeding expectations, with knowledge of all products and services offered.
• Build relationships with guests based on respect and confidence while maintaining a friendly, approachable demeanor.

Key Performance Indicators

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

Knowledge, Skills, and Abilities

• Knowledge of PBX telephone consoles and related equipment.
• Ability to promote positive guest relations with all telephone callers.
• Ability to work cohesively with co‑workers as part of a team.
• Ability to work with minimal supervision.
• Ability to remain in a stationary position for extended periods of time.
• Strong interpersonal communication skills.
• Proficiency with PC skills.
• Ability to interact and communicate with people over the telephone, often in stressful situations.
• Ability to verify data input and correct errors.
• Knowledge of telephone system and dialing procedures, including long distance, international, and internal calls.
• Basic data entry and/or word processing skills.
• Knowledge of policies and procedures for the imparting of directory information over the telephone.
• Clerical and basic office skills.
• Knowledge of customer service standards and procedures.

PBX Operator Job Qualifications

Education and Experience

Required:

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

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

License/Certifications/Registrations

• Must be able to successfully pass a stringent background investigation.
• Requires a pre‑employment and random drug screening.

Physical Requirements/Working Conditions

• Balancing: Maintaining body equilibrium to prevent falling and walking, standing, or crouching on narrow, slippery, or erratically moving surfaces.
• Feeling: Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.
• Finger Dexterity: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.
• Grasping: Applying pressure to an object with the fingers and palm.
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction and receiving detailed information through oral communication.
• Kneeling: Bending legs at the knee to come to a rest on one or both knees.
• Lifting: Raising objects from a lower to a higher position or moving objects horizontally, requiring substantial use of upper extremities and back muscles.
• Pulling: Using upper extremities to exert force to draw, haul, or tug objects in a sustained motion.
• Pushing: Using upper extremities to press against something with steady force to thrust forward, downward, or outward.
• Reaching: Extending hand(s) and arm(s) in any direction.
• Seeing: The ability to perceive the nature of objects by the eye.
• Walking: Performing duties that include walking throughout the work area on various surfaces, including internal or external locations.
• Sitting: Maintaining prolonged periods of sitting.
• Standing: Maintaining prolonged periods of standing.
• Stooping: Bending the body downward and forward by bending the spine at the waist.
• Talking: Expressing or exchanging ideas by means of the spoken word, conveying detailed or important spoken instructions accurately, loudly, or quickly.

List Working Conditions Required: The worker may need to exert 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. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met. Inside environmental conditions: protection from weather conditions but not necessarily from temperature changes. Non‑adverse environmental conditions typical of office or administrative work.