PBX Operator

Tb-Isle-Resort-Lp; Florida; On-site; USD 27,000 - 37,000; Full time

Job summary

JW Marriott Turnberry Miami Resort & Spa in Aventura, FL is seeking a professional to join our guest services team. The role focuses on answering incoming calls, providing information, and coordinating guest requests with elegance and efficiency. Strong communication, multitasking, and computer skills are essential.

High school diploma preferred; luxury hospitality experience a plus. Flexible schedules including evenings and weekends may be required.

Qualifications

• Luxury hospitality mindset and professional demeanor
• 1–2 years luxury hotel experience or equivalent
• Outstanding guest services skills
• Ability to listen, understand, and resolve guest concerns
• Typing skills essential
• Proficient with computer systems and hotel software (Opera, Outlook, Word)
• Able to operate multi-line switchboard efficiently

Responsibilities

• Answer multiple incoming telephone lines
• Obtain information and transfer calls to correct extensions
• Provide information to callers as appropriate
• Log and track service and maintenance requests
• Handle guest concerns or complaints over the phone; complete wake-up calls
• Maintain superior phone etiquette and follow-up on issues
• Ensure guest issues are addressed promptly per hotel standards
• Coordinate special arrangements during guest stays and future visits
• Perform other duties as required by management

Skills

Guest services

Phone etiquette

Multitasking

Communication

Typing

Education

High school diploma

Tools

Excel

Word

Outlook

Opera

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.