PBX Operator

Millennium Hotels and Resorts; Los Angeles (CA); On-site; USD 32,000 - 43,000; Full time

Job summary

The Biltmore Los Angeles, part of Millennium Hotels & Resorts, is seeking a PBX Operator to deliver an exceptional guest experience and support daily hotel operations in a fast-paced setting.

You will answer calls, provide information on hotel services, and coordinate with Front Desk and departments to fulfill guest requests, while maintaining confidentiality and a professional work area.

Qualifications

• Excellent customer service and communication skills.
• Ability to handle high-volume calls with professionalism.
• Adequate knowledge of hotel services and operations.

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.

Skills

Customer service

Communication

Hospitality

Tools

PBX system

Job description

Hotel Information

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.

Essential Skills

Passion for hospitality and delivering exceptional service Strong communication and interpersonal ski