PBX Operator

Reports to: Front Office Manager, Assistant Front Office Manager, Front Office Supervisor

Status: Non-Exempt

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Job Summary:

The AYS Operator will be responsible for handling all phone calls to the property, managing guest requests and follow ups, as well as concierge services. Position will require executing room service orders and utilize advanced technology to ensure exceptional, and personalized service to all guests.

**Please note, The Karol Hotel is a drug-free workplace. Pre-employment screening, to include a background test and drug screen, is required for all candidates offered a position.


Essential Functions

  • Manage high volume of incoming phone calls and guest requests / follow ups
  • Effectively operate Micros in-room dining station
  • Operate Lightspeed PMS system
  • Provide room quotes and upsell to guest when possible
  • Ability to interact with guests and share hotel knowledge using personalization such as using the guest name. Responsible to know all functions to showcase the hotel to each guest
  • Maintain guest confidentiality
  • Maintain knowledge of hotel and brand rewards
  • Serve as a concierge by providing local information for shopping, dining, nightlife, and recreational destinations. Be prepared to assist guests in setting up reservations or tours in the area Assist with coordination between Housekeeping and Front Desk
  • Assist in Front Desk coverage as needed
  • Verify charges / collect payment from guests for room stays
  • Respond to guest inquiries
  • Follow scheduled shifts and follow break and lunch requirements
  • Report any suspicious activity or unusual items in room
  • Report any irregular behavior from guests in public areas and/or in room
  • Ability to take initiative and handle assignments with limited supervision
  • Follow all hotel policies and procedures as outlined in the team member handbook
  • Maintain cleanliness and order of work area


Hotel Performance

  • Ensure successful performance assisting guests with an exceptional experience to ensure high performing scores on the GSS according to Marriott



Qualification Standards


Education & Experience

  • High School diploma or higher
  • Lightspeed PMS experience preferred
  • Previous hospitality experience preferred
  • Previous Marriott experience preferred
  • Excellent phone and customer service skills
  • Excellent communication skills, both verbal and written


Physical Demands

  • Ability to sit or stand for extended periods of time
  • Ability to bend
  • Ability to lift, pull 40 lbs
  • Ability to communicate clearly
  • Corrected vision to normal range
  • Ability to work long hours as needed


Mental Demands

  • Make sound judgments quickly
  • Work on multiple tasks, making appropriate progress towards deadlines
  • Able to work independently, take direction, and provide direction to others
  • Manage differing personalities within the office, the hotel, and the community
  • Maintain the highest degree of confidentiality
  • Ability to work effectively in stressful, high pressure situations
  • Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary


**Please note, Mainsail Lodging & Development is a drug-free workplace. Pre-employment screening, to include a background test and drug screen, is required for all candidates offered a position.

Career Information

Date Posted:
December 5, 2019

Career Category: