PBX Operator

Tb Isle Resort Lp; Florida; On-site; USD 32,000 - 42,000; Full time

Job summary

JW Marriott Turnberry Miami Resort & Spa in Aventura, FL is seeking an attentive Front Desk/Guest Services Operator to handle multi-line calls, provide guests with information, and log maintenance requests. You will deliver superior service in a luxury environment, manage sensitive data, and support seamless guest experiences.

The role requires 1–2 years in luxury hotels, strong English communication, and proficiency with MS Office and hotel systems.

Qualifications

• Must present a professional demeanor suitable for a luxury environment.
• 1–2 years of luxury hotel experience or equivalent required.
• Excellent guest service and communication skills.
• Ability to handle multiple tasks in a dynamic setting.
• Strong listening, clarification, and follow-up abilities.
• Typing proficiency and basic computer skills are essential.
• Proficient with MS Office and hotel software (Opera, GXP).

Responsibilities

• Answer multiple incoming telephone lines.
• Obtain necessary information and transfer calls to proper extensions.
• Provide information to callers as appropriate.
• Log and track service and maintenance requests.
• Address guest concerns over the phone and coordinate wake-up calls.
• Maintain records with good record keeping and follow-up.
• Ensure prompt action on guest issues per hotel standards.
• Coordinate special arrangements during stays and future visits.
• Perform other duties as assigned by management.

Skills

Professional demeanor

Luxury hotel experience

Outstanding guest services

Multitasking in high pressure

Listening and clarifying guest issues

Typing

Phone etiquette

Education

High school diploma, 2-year college preferred

Tools

Excel

Word

Opera

Outlook

Guest Experience Platform (GXP)

Job description

Job DetailsJob Location: JW Marriott Turnberry Miami Resort & Spa - Aventura, FL 33180Job Category: Hospitality - HotelScope of position

Position Requirements

• Professional demeanor appropriate for a luxury environment.
• Minimum 1-2 years of luxury hotel experience required or equivalent.
• Outstanding guest services skills.
• Handle a multitude of tasks in an intense, ever-changing environment.
• Effective at listening to, understanding, and clarifying the concerns and issues raised by guests and members.
• Typing skills essential.
• Proficient in Excel, Word, Opera, Outlook, or Guest Experience Platform (GXP).
• Able to operate multi-line switchboard efficiently.

Responsibilities

• Answer multiple incoming telephone lines.
• Obtain necessary information and transfers call to correct extensions.
• Provide information to callers as appropriate.
• Log and properly track internal and external service and corrective maintenance requests.
• Handle guest concerns or complaints over the phone.Complete personalized wake up calls for guests.
• Possess superior phone etiquette, record keeping and follow-up skills.
• Ensure guest issues and complaints receive prompt action and follow-up in accordance with hotel standards.
• Handle special arrangements during guest stay and coordinate future visits.
• Perform any other duties as required by management.

Education

• High school diploma: 2-year college degree preferred.

Skills and Abilities

• Ability to communicate in the English language. Second language is a plus.
• Strong problem solving and analytical abilities.
• Ability to meet deadlines and work under pressure.
• Experience using computers and software programs such as Microsoft Office (Word, Excel, and Outlook).
• Ability to work flexible schedules including PM shifts, holidays, and weekends and able to perform multiple tasks.

Physical Requirements

• On a continuous basis, sit at a desk for long periods of time in front of a computer screen.
• Intermittently twist to reach equipment or supplies surrounding desk.
• Use telephone and computer keyboard daily.
• Must be physically fit to lift, pull, and push items up to 50 pounds.
• Also requires standing/walking/reaching and bending throughout shift.