Agent, PBX (Bozeman, MT)

Key Duties & Responsibilities

• Carry out all assigned tasks with honesty, transparency, and integrity.
• Maintain polite, professional, and respectful relationships with guests and colleagues.
• Demonstrate clear, effective, and professional verbal communication.
• Maintain a supportive and collaborative team environment.
• Attend pre-shift briefings and departmental meetings as required.
• Participate in training and onboarding of new employees when requested.
• Maintain flexibility in scheduling to support operational requirements, including nights, weekends, and holidays.

Brand and Service Standards

• Act as a One&Only brand ambassador at all times.
• Adhere to company ethics and anti-bribery policies.
• Understand, instill, and demonstrate the Company Philosophy.
• Ensure compliance with all brand standards, LQA and Forbes standards, quality standards, and SOPs applicable to the position.
• Maintain workplace discipline in accordance with company philosophy, policies, and procedures.
• Maintain guest confidentiality and privacy at all times.
• Maintain a clean, organized, and professional PBX work environment.

PBX / Telephone Operations

• Manage all incoming internal and external telephone calls promptly, efficiently, and professionally.
• Answer calls using the established resort telephone greeting and service standards.
• Direct calls to the appropriate department, colleague, or extension while ensuring accurate and efficient call handling.
• Handle guest inquiries, requests, and complaints received by telephone with professionalism, courtesy, and a service-oriented approach.
• Provide accurate information regarding resort services, amenities, activities, outlets, operating hours, and general resort information.
• Maintain comprehensive knowledge of room categories, property locations, departments, services, activities, and amenities.
• Maintain current knowledge of all department extension numbers, direct lines, fax numbers, and key contact information.
• Regularly update telephone directories and communicate changes to the appropriate departments.
• Accurately take and relay messages when the requested colleague or department is unavailable.
• Communicate guest feedback, requests, and concerns to the appropriate department or colleague in a timely manner.
• Carry out guest wake-up calls according to established procedures and service standards.
• Handle after-hours calls and requests professionally and efficiently during overnight shifts.
• Follow all established procedures for emergency calls and hotel emergency situations.
• Immediately notify the appropriate department or manager of emergencies or urgent guest situations.
• Maintain accurate records or logs of calls and incidents when required.
• Ensure all PBX equipment and telephone systems are used correctly and report any technical issues promptly.
• Maintain effective communication with all hotel departments to ensure guest requests and information are relayed accurately.
• Assist with Private Dining calls and orders when required and in accordance with established standards.
• Ensure that all telephone procedures, call-handling standards, and departmental SOPs are consistently followed.
• Maintain a calm, professional, and courteous demeanor during high-volume periods and challenging guest interactions.
• Protect guest information and maintain confidentiality in all telephone communications.