PBX Operator

Millennium & Copthorne Hotels; Los Angeles (CA); On-site; USD 36,000 - 41,000; Full time

Benefits offered by this job

Hotel room discounts

Employee Assistance Program (EAP)

CBA-based benefits

Job summary

The Biltmore Los Angeles is seeking a PBX Operator to deliver exceptional guest communications and support frontline teams in a fast-paced luxury setting. You will manage calls, relay guest requests, and provide accurate information on hotel services and hours.

This role requires professionalism, strong communication, and a proactive service mindset. Join a iconic downtown hotel within Millennium Hotels & Resorts where guest experience and teamwork drive daily excellence.

Qualifications

• High school diploma required.
• Experience with hotel property management systems, Opera preferred.
• Strong communication and interpersonal skills are essential.
• Ability to thrive in a fast-paced hospitality environment.

Responsibilities

• Answer and route all incoming hotel telephone calls in a prompt, courteous, and professional manner.
• Provide accurate information regarding hotel services, hours, and directions.
• Process wake-up calls and manage guest requests per hotel procedures.
• Maintain logs, reports, and records; support front desk operations as needed.

Skills

Hospitality passion

Communication skills

Team collaboration

Attention to detail

Education

High school diploma

Tools

Opera PMS

Microsoft Office

Job description

Hotel Name: The Biltmore Los Angeles

Location: Onsite - Los Angeles, CA

Hourly Rate: $26.87

Join the Team at The Biltmore Los Angeles

At The Biltmore Los Angeles, hospitality is defined by timeless elegance, rich history, and exceptional service. Every interaction is an opportunity to deliver a memorable guest experience rooted in tradition and excellence.

About The Biltmore Los Angeles

Located in the heart of downtown Los Angeles, this historic landmark hotel is known for its iconic architecture, grand ballrooms, and legacy of hosting world-class events. The property serves as a premier destination for business travelers, group events, and leisure guests seeking a distinctive experience.

As part of Millennium Hotels & Resorts, a global hospitality leader with over 145 hotels across key destinations worldwide, our hotel is backed by a legacy of quality, consistency, and service excellence - driven by a passion for hospitality, an entrepreneurial spirit, innovation, and a progressive, solutions-oriented approach.

At Millennium, we are guided by our core values:

• Passion for Hospitality - Delivering meaningful and memorable guest experiences
• Entrepreneurial - Taking ownership and acting with agility
• Innovation & Progressive - Continuously improving how we operate and serve
• Solutions & Results Oriented - Staying adaptable and focused on results

These values shape how we work, how we lead, and how we create exceptional experiences for our guests and our teams.

About the Role: PBX Operator

As our PBX Operator, you will play an integral role in delivering an exceptional guest experience while contributing to a collaborative and high-performing team environment.

This role is ideal for someone who brings a passion for hospitality, takes ownership, and is committed to continuous improvement and results.

Your Impact

You will support day-to-day operations, support team performance, and ensure service standards are consistently delivered. You’ll act as a bridge between leadership and frontline teams - driving accountability, engagement, and results.

What You’ll Be Doing

Operations & Execution

• Ensure smooth, efficient operations aligned with brand standards
• Identify opportunities for innovation and continuous improvement
• Deliver consistent, high-quality results in a fast-paced environment

Guest Experience

• Deliver exceptional service rooted in passion for hospitality
• Anticipate needs and respond with a solutions-first mindset
• Create memorable, personalized experiences for every guest

Team Collaboration

• Work collaboratively across teams to achieve shared goals
• Communicate effectively and contribute to a positive work environment
• Support a culture of respect, energy, and accountability

Compliance & Standards

• Follow all company policies, safety standards, and procedures
• Maintain accuracy in processes, reporting, and documentation
• Uphold a culture of accountability and operational excellence

Responsibilities

• Answer and route all incoming hotel telephone calls in a prompt, courteous, and professional manner.
• Provide accurate information regarding hotel services, amenities, outlets, hours of operation, directions, and general hotel information.
• Handle guest calls and requests and accurately communicate requests to the appropriate department.
• Process wake-up calls accurately and in accordance with hotel procedures.
• Handle guest and hotel emergency calls according to established procedures.
• Immediately notify appropriate hotel personnel of emergencies, safety concerns, or other urgent situations.
• Monitor and respond to hotel communication systems and alarms as assigned.
• Maintain confidentiality of guest information and hotel communications.
• Assist guests with telephone-related questions and services.
• Process internal and external calls, including local, long-distance, and other designated calls in accordance with hotel procedures.
• Accurately record and communicate messages for guests, colleagues, and management.
• Maintain current knowledge of hotel operations, departments, services, amenities, and special events.
• Coordinate with Front Desk and other departments regarding VIPs, groups, special requests, and other guest information as appropriate.
• Utilize the hotel's telephone/PBX system and other communication technology effectively.
• Maintain accurate logs, reports, and records as required.
• Follow established procedures for lost communications, service interruptions, and system outages.
• Assist with emergency and evacuation communications when directed.
• Maintain a clean, organized, and professional work area.
• Protect guest privacy and confidential hotel information at all times.
• Follow all hotel policies, procedures, safety standards, and applicable Collective Bargaining Agreement requirements.
• Provide assistance to other Front Office functions as operational needs require.
• Perform other related duties and responsibilities as assigned.

• Passion for hospitality and delivering exceptional service
• Strong communication and interpersonal skills
• Ability to work in a fast-paced, dynamic environment
• Solutions-oriented mindset with attention to detail
• Flexibility to work varied schedules, including evenings, weekends, and holidays

Technical / Role-Specific Requirements

• Previous front desk, guest services, hotel, or night audit experience preferred.
• Experience with hotel property management systems, Opera preferred.
• Ability to work independently with minimal supervision during overnight hours.
• Comfortable using Microsoft Office, including Word, Excel, and Outlook.

Education

• High school diploma or equivalent required

At Millennium Hotels & Resorts, we support our employees with benefits designed to promote wellbeing and long-term success.

Benefits for this position are provided in accordance with the applicable Collective Bargaining Agreement (CBA). Employees should refer to the applicable CBA for details regarding eligibility, coverage, paid time off, employee discounts, and other benefit offerings.

Additional benefits may include:

• Hotel Room Discounts across our global portfolio
• Employee Assistance Program (EAP)

Benefits eligibility and offerings are subject to applicable plan terms, company policy, and the Collective Bargaining Agreement (CBA), where applicable.

Why Join Us

At Millennium Hotels & Resorts, you’re not just taking on a role—you’re joining a global organization committed to people, performance, and growth.

Whether you’re supporting operations behind the scenes or delivering service on the front line, your work contributes to a culture focused on hospitality, collaboration, and results.

If you’re looking for an opportunity to grow, contribute, and make an impact, we invite you to join our team.