PBX Operator / Reservations Agent

About the role

The PBX Operator / Reservations Agent is a dual-role position responsible for providing exceptional guest service through efficient telephone operations and accurate reservations handling. This role ensures all internal and external calls are managed professionally while supporting the Reservations team with booking inquiries, confirmations, and system updates.

Responsibilities

• Answer all incoming calls promptly, courteously, and professionally following brand and hotel standards.
• Transfer calls to appropriate departments or team members accurately.
• Manage internal communications, including messages, wake-up calls, operator logs, and emergency protocols.
• Monitor hotel emergency lines and assist in crisis procedures as instructed.
• Provide general hotel information and support guest requests via phone.
• Aid Front Office and Guest Services with communication flow, paging, and other operator tasks.
• Must be well versed with all hotel amenities and departments to serve as an ambassador to promote them.
• Assists in reporting telephone equipment or service complaints and problems.
• Assists in reporting IT issues to Helpdesk and following up to ensure case tickets are resolved.
• Assists Reservations Department & Front Desk with Emails.
• Adheres to ACCOR standards for guest services.
• Delivers exceptional levels of customer service to all guests and ensures that all their requests are handled in an efficient and timely manner.
• Aids Front Office Leadership with responding to OTA extranet requests and feedback from guests.

Requirements

• Previous hotel experience preferred (Front Office, PBX, or Reservations).
• Strong communication skills (verbal and written).
• Proficient in hotel operating systems (PMS); Opera experience is a plus.
• Ability to multitask while maintaining accuracy and service focus.
• Strong customer-service mindset and problem-solving skills.
• Flexible schedule availability, including weekends and holidays.

Qualifications

Essential qualifications include a high school diploma or equivalent, and previous experience in a customer service role. Proficiency in English is required, with additional language skills being a plus.

Skills

• Excellent verbal and written communication skills.
• Proficiency in hotel operating systems (PMS).
• Ability to multitask and maintain accuracy.
• Customer service mindset and problem-solving skills.

Benefits

Accor offers a range of benefits including:

• Exclusive benefits specific to the sector and beyond.
• Strong recognition for daily commitment.
• Opportunities for growth and career advancement within the hotel industry.
• Recognition for daily commitment.

Pay

Details on pay are not specified in the job posting.

Schedule

Details on schedule are not specified in the job posting.