Hotel PBX Operator

PBX Operator Elyse New York is entering a new chapter as an intimate luxury boutique hotel in the heart of Midtown Manhattan. The hotel blends the elegance of a historic New York residence with the warmth and cultural spirit of a European luxury hotel, delivering a guest experience built on genuine hospitality, considered detail, and quiet discretion. Elyse New York by Wunderkind Hotels is managed by Crescent Hotels & Resorts, one of North America's leading hospitality management companies. Elyse New York is seeking a poised, detail-oriented PBX Operator to manage all incoming and outgoing hotel communications, serving as the discreet voice of Elyse New York on every call. Reporting to the Front Office Management and Director of Operations, this individual answers and routes calls, relays guest messages accurately, and handles wake-up calls and emergency communications, all while providing hotel information and services with the same warmth and discretion guests receive in person. The Front Office operates to Leading Quality Assurance standards, and the PBX Operator is responsible for bringing those standards to life in every call, message, and connection made on the guest's behalf. This position requires a flexible schedule, including the willingness to work beyond scheduled hours when needed. CALL HANDLING AND GUEST COMMUNICATION Be the first voice and ambassador of Elyse New York Answer and route all incoming and outgoing calls professionally, efficiently, and with genuine warmth. Take and relay guest messages accurately and promptly to the correct guest or department. Provide accurate hotel information and services to callers, drawing on current knowledge of Elyse New York's offerings and house vocabulary. Handle wake-up call requests precisely, confirming details with the guest and following through without fail. Tend to all guest requests and text messages using the KYC tool. Protect guest privacy at all times, including never confirming a guest's room number or stay details to an unverified caller. EMERGENCY AND CRISIS COMMUNICATION Handle emergency communications calmly and accurately, following hotel emergency procedures and notifying the appropriate department or Manager on Duty without delay. Maintain composure and clear judgment under pressure, particularly during high call volume or urgent situations. COORDINATION AND COMMUNICATION Coordinate continuously with the Front Desk, Bell Services, Housekeeping, Engineering, and other departments to ensure prompt, accurate communication between guests and hotel teams. Communicate clearly and discreetly with the Front Office team over the Relay to manage call flow and guest hand-offs. Using the KYC tool, ensure all guest and internal requests are followed up on and resolved in a timely manner. Alert the Front Office Manager or Assistant Front Office Manager promptly to any guest concern, system issue, or situation requiring escalation. QUALITY ASSURANCE AND BRAND STEWARDSHIP Uphold Leading Quality Assurance and Elyse New York service standards on every call. Maintain strict confidentiality of guest information at all times. Participate in ongoing training and coaching to reinforce luxury service standards and house vocabulary. Adapt quickly and professionally to new systems, procedures, or an ever-changing work environment. REQUIRED QUALIFICATIONS AND SKILLS Exceptional verbal communication skills, with a clear, professional, and welcoming phone presence. Strong attention to detail and the ability to multi-task across simultaneous calls and requests without sacrificing accuracy. Sound judgment, discretion, and composure, particularly during emergencies or high-volume periods. Ability to learn new systems and procedures quickly in an ever-changing work environment. Working knowledge of hotel telephone, paging, and reservation systems, or the ability to learn new systems quickly. High school diploma or equivalent required. Minimum two years of guest-service or call-handling experience within a luxury hotel environment. Demonstrated experience delivering personalized, high-touch guest service. Ability and willingness to work a flexible schedule, including beyond scheduled hours when necessary, and across weekends and holidays. Experience within the New York City luxury hospitality market. Familiarity with PBX, telephone, or paging systems, or a comparable communications platform. Multilingual capabilities are a plus, though not required.