PBX Operator - The Watermark Hotel

B. F. Saul Company Hospitality Group invites you to take your career to the next level. As a leader in hospitality, our “One Team!” philosophy is grounded in delivering exceptional guest experiences through engaged, empowered team members. We seek individuals who are passionate about luxury service, committed to excellence, and driven to create memorable moments that exceed expectations.

B. F. SAUL COMPANY HOSPITALITY GROUP – ONE TEAM!

Our core values guide every guest interaction and internal partnership:

• Success: Delivering exceptional results for our guests and one another
• Respect: Acting with integrity, professionalism, and sincerity
• Collaboration: Supporting one another to achieve service excellence
• Communication: Clear, thoughtful, and purposeful engagement
• Fun & Encouragement: Creating an uplifting, positive environment
• Adapt & Change: Embracing innovation and continuous improvement

THE BIG THREE SERVICE COMMITMENT

1. A highly engaged, polished team delivering anticipatory service
2. An impeccably maintained environment where every detail matters
3. Guests who receive not only what they expect—but something more

The PBX Operator is the voice of the hotel and a critical ambassador of the guest experience. This role delivers refined, anticipatory service through all guest communications, ensuring every interaction reflects Forbes-level standards of professionalism, warmth, and personalization.

The PBX Operator serves as the central communication hub of the hotel, seamlessly connecting guests to services while proactively identifying opportunities to enhance satisfaction, as measured through Medallia and guest feedback platforms.

EDUCATION, SKILLS, AND EXPERIENCE

Experience:
Minimum one year in luxury hospitality, PBX, guest services, or reservations preferred

Education:
High School Diploma or GED required

POSITION COMPETENCIES

• Luxury Guest Engagement & Emotional Intelligence
• Professional Communication & Telephone Etiquette
• Attention to Detail & Accuracy
• Composure Under Pressure
• Team Collaboration
• Accountability & Ownership of Guest Experience

ESSENTIAL DUTIES AND RESPONSIBILITIES

Luxury Communication & Guest Engagement

1. Answer all incoming calls promptly using refined, polished, and personalized language aligned with Forbes standards.
2. Anticipate guest needs by listening actively and offering thoughtful, tailored solutions beyond the stated request.
3. Address guests by name whenever possible, creating a personalized and memorable interaction.
4. Handle all guest inquiries, requests, and concerns with urgency, empathy, and professionalism.

Call Management Excellence

1. Operate as the central communication hub, routing calls accurately and efficiently.
2. Manage wake-up calls with precision, ensuring timely execution without error.
3. Maintain clear, detailed, and accurate records of messages and guest requests.

Cross Department Collaboration

1. Coordinate seamlessly with Front Office, Housekeeping, Engineering, and Food & Beverage to fulfill guest needs.
2. Communicate VIP arrivals, special requests, and service recovery opportunities proactively.
3. Support Front Office operations during peak demand while maintaining service excellence.

Food & Beverage Reservations (Wren & Naisho)

1. Serve as an extension of the Food & Beverage experience by managing and facilitating reservations for Wren and Naisho with accuracy and attention to detail.
2. Demonstrate thorough knowledge of each outlet, including concept, ambiance, menu highlights, dress expectations, hours of operation, and unique guest experiences.
3. Assist guests in selecting dining times that align with their preferences while optimizing restaurant flow and availability.
4. Utilize reservation systems and internal tools to accurately input, modify, and confirm dining reservations.
5. Capture and communicate all relevant guest details including special occasions, dietary restrictions, VIP status, and seating preferences.
6. Coordinate closely with restaurant leadership to communicate VIP reservations, special requests, and service recovery opportunities.
7. Provide anticipatory service by proactively suggesting dining experiences when appropriate (upselling with authenticity and confidence).
8. Ensure all reservations are confirmed clearly with guests, including date, time, location, and any special instructions.

Medallia & Service Recovery Focus

1. Actively contribute to improving guest satisfaction scores by delivering consistent, high-quality interactions.
2. Identify service gaps in real time and take ownership to resolve or escalate appropriately.
3. Support a culture of continuous improvement by incorporating guest feedback into daily service delivery.

Emergency & Safety Leadership

1. Serve as a calm, confident communication point during emergencies, following all safety protocols.
2. Escalate urgent situations immediately and ensure accurate communication across departments.

Operational Excellence

1. Maintain complete confidentiality of guest and hotel information at all times.
2. Demonstrate professionalism and composure in a high-volume, fast-paced environment.
3. Stay informed of hotel services, local attractions, and operational updates to provide accurate information.

Standards of Conduct

Team members are expected to uphold the highest standards of professionalism, integrity, and respect. Behaviors inconsistent with company values will be subject to corrective action.

Standard of Performance

Performance will be evaluated based on service excellence, adherence to Forbes-level standards, and contribution to guest satisfaction metrics, including Medallia scores.

All team members are expected to consistently demonstrate “The Big Three” and contribute to a culture of exceptional service and accountability.