Job Description

The PBX Operator serves as the central communication hub for the hotel, handling all incoming and outgoing calls while delivering exceptional guest service. This role ensures seamless communication between guests, departments, and external callers, contributing to a positive and professional guest experience.

Key Responsibilities

• Operate the hotel’s multi-line PBX/switchboard system
• Answer all incoming calls in a prompt, courteous, and professional manner
• Route calls accurately to guest rooms, departments, or management staff
• Provide guests with information about hotel services, amenities, local attractions, and directions
• Handle guest requests such as wake-up calls, messaging, and special service coordination
• Monitor emergency lines and respond according to hotel safety procedures
• Coordinate with Front Desk, Housekeeping, Engineering, and Security teams
• Maintain accurate logs of calls, messages, and wake-up requests
• Assist with group communications and VIP guest requests
• Uphold guest privacy and confidentiality at all times

Qualifications

• High school diploma or equivalent required
• Previous experience in hospitality, PBX, front desk, or call center preferred
• Strong verbal communication and customer service skills
• Ability to multitask in a fast-paced, guest-focused environment
• Familiarity with hotel systems (PMS, PBX consoles) is a plus
• Professional appearance and demeanor

Preferred Skills

• Experience with hotel property management systems (PMS)
• Knowledge of local area attractions and services
• Bilingual or multilingual abilities a plus

Work Environment

• 24/7 hotel operation requiring flexible scheduling (nights, weekends, holidays)
• Fast-paced environment with high guest interaction

Physical Requirements

• Prolonged sitting and use of headset/telephone equipment
• Ability to communicate clearly and effectively

Stepstone Hospitality and the Renaissance Des Moines Savery Hotel are Equal Opportunity Employers - EOE/M/F/D/V