The PBX Agent serves as a central point of communication for El Encanto, delivering warm, polished, and intuitive service to guests, callers, and colleagues. This role creates an exceptional first impression through professional telephone etiquette, thoughtful communication, and a genuine desire to anticipate and fulfill guest needs.
The PBX Agent manages incoming and internal communications, connects guests with the appropriate departments and resources, coordinates guest requests, and ensures information is communicated accurately and followed through to completion. As an important extension of the Front Office and Guest Experience teams, this position contributes to seamless operations and highly personalized service throughout the guest journey.
MAIN DUTIES AND RESPONSIBILITIES:
Guest Communication & Service Excellence
- Answer incoming guest and external telephone calls promptly, warmly, and in accordance with El Encanto luxury service standards.
- Create a welcoming and personalized experience by using refined language, active listening, and thoughtful engagement during every interaction.
- Anticipate guest needs, clarify requests, and provide accurate information regarding hotel services, amenities, dining, spa, transportation, local experiences, and general property information.
- Direct and/or document Lost & Found inquiries and ensure they are routed to the appropriate department for timely follow-up.
- Connect callers efficiently to the appropriate guest, department, or team member while maintaining professionalism and discretion.
- Assist in resolving routine guest questions and concerns while appropriately escalating complex or sensitive matters to leadership.
- Recognize opportunities to personalize the guest experience and communicate relevant preferences, requests, and special occasions to appropriate departments.
- Maintain composure and gracious service during high-volume periods, complex requests, and sensitive guest interactions.
Guest Requests & Operational Coordination
- Receive, document, dispatch, and follow through on guest requests to ensure timely and accurate completion.
- Coordinate closely with Front Office, Concierge, Housekeeping, Engineering, Food & Beverage, Spa, Security, and other departments to facilitate seamless service.
- Utilize applicable guest communication and hotel systems to document requests, update status, and support departmental accountability.
- Follow up on outstanding guest requests when appropriate to confirm completion and guest satisfaction.
- Communicate urgent or time-sensitive requests immediately to the responsible department and escalate unresolved matters as needed.
- Take ownership of guest concerns received by telephone, document relevant details, and coordinate appropriate follow-up with the responsible department or leader.
- Recognize urgent service recovery situations and escalate them immediately to the appropriate leader.
- Maintain awareness of daily hotel operations, including VIPs, special events, group activity, service updates, outlet hours, and other information necessary to assist guests accurately.
- Support internal communication between departments by routing information clearly, accurately, and with an appropriate sense of urgency.
Telephone & Communications Operations
- Maintain professional telephone etiquette and appropriate call-handling standards at all times.
- Accurately transfer calls, take and relay messages, and provide information while protecting guest and company confidentiality.
- Protect guest privacy by following established procedures before confirming whether a guest is staying at the hotel, providing room information, or connecting external callers to guestrooms.
- Never disclose guest room numbers or confidential stay information to unauthorized callers.
- Follow established procedures for handling suspicious, threatening, or inappropriate calls.
- Respect and properly manage guest privacy preferences, Do Not Disturb requests, call screening, and other communication instructions.
- Document and communicate special call-handling instructions when appropriate.
- Monitor internal communication channels and respond promptly to operational requests.
- Maintain accurate knowledge of hotel extensions, departmental contacts, leadership contacts, and emergency communication procedures.
- Assist with wake-up calls and other guest communication services in accordance with established hotel procedures.
- Report telephone, communication-system, or technology issues promptly and coordinate appropriate follow-up.
- Ensure the PBX and communications workspace remains organized, professional, and prepared for seamless shift transitions.
Emergency & Safety Communication
- Serve as a primary communications point during emergencies, including medical incidents, fire alarms, security situations, evacuations, and other critical events.
- Follow established emergency notification and escalation procedures, including contacting Security, leadership, or emergency services when required.
- Maintain calm, clear, and accurate communication during emergency situations.
Shift Readiness & Team Collaboration
- Review daily operational information, VIP activity, events, guest alerts, and relevant departmental updates at the beginning of each shift.
- Maintain clear communication with incoming and outgoing team members to ensure continuity of service.
- Document outstanding requests, unresolved matters, and important operational information for effective shift handoff.
- Build strong working relationships across departments and contribute to a collaborative, solutions-oriented environment.
- Support Front Office and Guest Experience operations as business needs require.
- Participate in departmental meetings, service training, and property-wide initiatives.
