PBX Operator – Guest Experience

Spire Hospitality; Florida; On-site; USD 32,000 - 48,000; Full time

Benefits offered by this job

Early pay / Earned wage access

Medical insurance

Dental insurance

Vision insurance

Pet discount program

Identity theft protection

Pre-paid legal support

Flexible spending accounts

401K matching

Life insurance

Short-term disability

Long-term disability

Paid time off

Wellness programs

Hotel discounts

Job summary

The Grove Resort & Water Park Orlando, part of Spire Hospitality, is seeking an At Your Service Operator to warmly welcome guests and manage PBX calls, chats, and emails, delivering accurate information and prompt responses. You will help ensure seamless communication between guests and departments, contributing to memorable experiences throughout each stay.

Responsibilities include telephone operations, routing to front desk, housekeeping, concierge, and room service; handling wake‑up calls and

Qualifications

• High school diploma or its equivalent.
• One year of Front Desk experience in hotels preferred.
• One year of experience working in customer service or a guest-facing role required.
• Full understanding and comfort working on a computer with MS Suite-Outlook, Word, Excel.
• Previous experience with hotel PMS systems a plus.

Responsibilities

• Telephone Operations: Manage all incoming and outgoing calls through the Private Branch Exchange (PBX) system.
• Answer calls promptly, professionally, and in a friendly manner, adhering to the resort's communication standards.
• Professionally manage incoming phone calls, chats, and emails, directing inquiries to the appropriate departments or providing accurate information as required
• Call Routing: Direct calls to the appropriate resort departments or personnel, including front desk, housekeeping, concierge, and room service, while maintaining accurate routing.
• Guest Assistance: Assist guests with inquiries, room service orders, wake-up calls, and other requests promptly, ensuring guest satisfaction and meeting their needs.
• Internal Communication: Facilitate internal communication between resort departments and Team Members, efficiently relaying messages and requests.
• Emergency Response: Follow established protocols to handle emergency calls and promptly notify relevant personnel, including security and management, when necessary.
• Multitasking: Demonstrate the ability to handle multiple calls simultaneously and manage busy call periods effectively.Record Keeping: Maintain accurate records of call logs, messages, and any relevant information using the resort's communication tools and software.

Skills

Front desk experience

Customer service

MS Office

PMS systems

Education

High school diploma

Tools

Springer Miller SMS

Hotsos

Reveinate

Job description

The Grove Resort & Water Park Orlando, part of Spire Hospitality, is seeking an At Your Service Operator to warmly welcome guests and manage PBX calls, chats, and emails, delivering accurate information and prompt responses. You will help ensure seamless communication between guests and departments, contributing to memorable experiences throughout each stay.

Responsibilities include telephone operations, routing to front desk, housekeeping, concierge, and room service; handling wake‑up calls and