Front Desk Agent - PBX Phone Operator

Job Description Summary

The PBX Operator is responsible for taking care of all guests for the Sonesta Denver Downtown hotel. The PBX Operator serves as the point person regarding the Front Desk technology systems and in-house guest relations during their shift. They are responsible for answering incoming phone calls from internal and external guests in a timely and professional manner that reflects highly on the hotel and brand. The goal of the PBX Operator is to address any concerns promptly and answer any questions concerning reservations, billing, and/or hotel information. The PBX Operator will also transfer any calls as necessary to the appropriate party. The PBX Operator will also assist in communications in helping guests in person at the front desk when necessary.

Job Description

Position Title:                                 Front Desk Agent - PBX Phone Operator

Location:                                           Sonesta Denver Downtown

Department:                                  Front Desk

Reports To:                                      Front Office Manager

Type:                                                   Non-Exempt (Hourly)

Pay Range:                                      $19.00 to $20.00 per hour

Application Deadline:               August 9th, 2025

Job Description Summary

The PBX Operator is responsible for taking care of all guests for the Sonesta Denver Downtown hotel. The PBX Operator serves as the point person regarding the Front Desk technology systems and in-house guest relations during their shift. They are responsible for answering incoming phone calls from internal and external guests in a timely and professional manner that reflects highly on the hotel and brand. The goal of the PBX Operator is to address any concerns promptly and answer any questions concerning reservations, billing, and/or hotel information. The PBX Operator will also transfer any calls as necessary to the appropriate party. The PBX Operator will also assist in communications in helping guests in person at the front desk when necessary.
 

Job Description

RESPONSIBILITIES

• Answer calls within prescribed time frame, respond to caller in a professional manner and according to established scripts and standards, and promptly route call to its destination.
• Provide callers with local directions and general information regarding restaurants, transportation, and entertainment in a courteous and accurate manner.
• Act as central communications point during emergency/crisis situations.
• Follow emergency, safety and security procedures including calling local fire, police, poison control, etc. for assistance.
• Respond to in-house guest concerns or complaints in a timely manner.
• Make appropriate service recovery gestures according to established guidelines.
• Notify management of any malfunctioning telephone equipment or accessories.
• May operate in-house paging system as well as serve as base communications with security and maintenance departments.
• Promote teamwork and quality service through daily communications and coordination with other departments.
• Be aware and prepare for all in-house group meetings and VIP arrivals.
• May provide wake-up calls to guest rooms if there is an automated phone system function.
• Transcribe messages correctly and verify accuracy.
• Input and retrieve messages from the computer as requested.
• Read and verbally recite exact messages for guests.
• Adhere and comply to Sonesta Attendance policy and standards of conducts.
• Maintain proper operation of the PBX console and ensure that all hotel standards are met.
• Maintain a clean work area at all times.
• Perform any other job-related duties as assigned.

QUALIFICATIONS AND REQUIREMENTS:

• Regular and punctual attendance.
• Ability to adhere to the property’s grooming standards.
• Ability to stand and walk on a continuous basis and run as warranted.
• Ability to safely operate a motor vehicle during all hours and in all weather conditions.
• Ability to understand and execute all safety and emergency procedures, (for example:  fire, crowd control, inclement weather, and bomb threats.)
• Ability to understand and operate emergency equipment, (for example fire extinguishers, wheelchairs, respirators.)
• Ability to lift, carries, and store in overhead areas approximately 50 lbs.
• Ability to lift and move, in an emergency, an immobilized adult.
• Ability to bend, sq