PBX Agent

About the role

The PBX Agent at Cliff House Maine serves as the central communication hub of the resort, ensuring all incoming and internal calls are handled with professionalism, warmth, and efficiency. This role is responsible for managing guest communication, call routing, service requests, and maintaining seamless coordination between departments to support an exceptional luxury guest experience.

Responsibilities

• Answer all incoming external and internal phone calls promptly, professionally, and courteously
• Manage call queues efficiently and ensure calls are routed accurately to the appropriate department or team member
• Support guest arrival flow through queue management and coordination with Front Desk and Bell/Valet teams
• Cookage luggage delivery communication with the Bell team to ensure timely and seamless guest arrivals
• Deliver arrival amenities, VIP gifts, welcome amenities, and special occasion items to guest rooms with proper presentation and attention to detail
• Provide guests with accurate information regarding room types, rates, amenities, resort programming, dining options, spa services, and hotel facilities
• Maintain complete knowledge of all guest room types, views, bedding configurations, amenities, and special accommodations
• Handle guest requests, concerns, and service opportunities with urgency and heartfelt care
• Create, update, and communicate guest service requests through HotSOS and other operational systems
• Aid with guest messaging, wake-up calls, and internal dispatch communication
• Assist with guest inquiries and operational coverage when necessary
• Maintain awareness of daily arrivals, departures, VIP guests, group activity, and special events
• Communicate effectively with Housekeeping, Engineering, Front Office, Reservations, Concierge, and all operational departments
• Maintain professionalism and composure in high-volume or high-pressure situations
• Participate in pre-shift meetings and daily operational pass-ons to ensure strong communication across teams
• Support overall Front Office operations and contribute to exceptional guest satisfaction

Qualifications

• Previous hospitality experience in a luxury hotel, Four Diamond, or Forbes-rated property preferred
• Prior Front Office, PBX, Front Desk, or Guest Services experience preferred
• Must be available to work varied shifts including mornings, evenings, weekends, and holidays
• Strong verbal communication and telephone etiquette skills required
• Ability to multitask and remain calm in a fast-paced environment
• Strong organizational skills and attention to detail
• Ability to work independently and as part of a team
• Preferred knowledge of Opera Cloud, HotSOS, Microsoft Outlook, Excel, and Word
• Ability to stand, walk, and remain active for extended periods
• Assist with Front Desk coverage and operational support as needed

Attributes

• Fulfill performance standards for this position and comply with policies, rules and procedures of the Hotel, including those set out in the Employee Handbook or otherwise communicated (verbally or in writing) to employees