PBX Operator

About the role

Under the direction of the Supervisor PBX, the PBX (Private Branch Exchange) Operator handles and directs incoming calls, delivering friendly and courteous service in a high-volume call‑intake environment while answering general questions about all offered amenities.

Responsibilities

• Responds to incoming calls efficiently with a focus on exceptional customer service.
• Answers calls via a multi‑line phone system, determines purpose and forwards them to appropriate personnel or department.
• Provides information and demonstrates thorough knowledge of amenities, restaurants, entertainment, and special promotions to guests.
• Maintains working knowledge of Yaamava’ Resort and Casino’s offerings and provides geographical directions to callers.
• Confirms online reservations for hotel rooms, hotel restaurants, and services.
• Accepts and delivers messages promptly and accurately as needed.
• Maintains call logs for specific departments requested to be tracked by management.
• Expedites guest requests by utilizing applicable systems to contact the appropriate department or staff member.
• Performs other duties as assigned to support the efficient operation of the department.

Requirements

• High school diploma or GED required.
• Minimum of one (1) year customer service experience required.
• Administrative experience in an office/hotel setting preferred.
• May be required to obtain and maintain a gaming license at the discretion of the San Manuel Tribal Gaming Commission.
• No driving responsibilities – role does not require a driver’s license or insurance.

Physical demands include working in a climate‑controlled office, occasional travel for meetings/trade shows, evening/weekend/holiday shifts, fast‑paced environment, ability to exert up to 10 lb force occasionally, sedentary work with frequent computer use, and various physical activities (balancing, stooping, kneeling, etc.).

Skills

• Beginner level knowledge of computers and beginner proficiency with Microsoft Office Suite (MS Word, Excel, MS Outlook).
• Excellent telephone etiquette and verbal and written communication skills.
• Friendly and outgoing demeanor.
• Ability to multi‑task.
• Bilingual in a foreign language preferred.