Hotel PBX Operator

NAME OF ENTERPRISE: Buffalo Thunder Inc.

JOB LOCATION: Hilton Santa Fe Buffalo Thunder Resort

REPORTS TO: Front Office Manager

DEPARTMENT: Front Office

FLSA STATUS: This is a full-time, hourly, non-exempt position

TYPICAL WORK SCHEDULE (DAYS/HRS PER WEEK): TBD

JOB PURPOSE: serves as the central communication hub for a hotel, managing all internal and external phone calls, guest requests, and multi-department dispatches.

ESSENTIAL FUNCTIONS:

• Call Handling & Routing: Answer incoming phone calls promptly (typically within 3 rings), use proper telephone etiquette, and transfer calls to guest rooms, staff, or departments.
• Guest Request & Dispatch: Log and process guest inquiries, wake-up calls, and room service or amenity requests. Dispatch maintenance, housekeeping, bell staff, or security/engineering to resolve issues.
• Central Communication Hub: Act as the information point for property amenities, local directions, and hotel services, while monitoring two-way radios and digital/text messaging platforms.
• Emergency & Safety Coordination: Manage emergency communication lines, handle panic or fire alarms, and initiate safety and security protocols.
• Administrative & Follow-Up: Record accurate messages, conduct follow-up calls with guests to ensure satisfaction, and update system logs or VIP reports.

REQUIRED QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES):

• Clear, pleasant verbal and written communication in English (multilingual skills often a plus).
• Proficiency with PBX switchboard consoles, multi-line systems, and property management software (such as Opera or Synergy).
• Ability to multi-task in a fast-paced environment and remain calm during high-stress or emergency situations

REQUIRED EDUCATION OR COMBINATION OF EDUCATION AND EXPERIENCE:

• High School Diploma or GED.
• 6 months to 1 year of customer service, call center, or front-desk/switchboard experience (luxury hotel experience preferred)
• Must be at least 18 years of age.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT:

• Sitting-100%
• Office/Hotel setting; Shift work; Required to work weekends, holidays, and overtime
• Exposure to cigarette smoke and noise.
• Occasional lifting, carrying, pushing, and pulling up to 50 lbs.
• May be required to travel.

DISCLAIMER STATEMENT: This job description lists the primary duties and responsibilities required of the employee. An employee to perform tasks other than those listed to meet business needs.