Pyramid Global Hospitality · 1 month ago
PBX Operator
Seven Mile, AZ
Full-time
Onsite
Entry Level
1+ years expPyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment. The PBX Operator serves as the primary voice of the hotel, responsible for delivering exceptional service by managing all guest and inter-departmental communications effectively.
Hospitality
Responsibilities
Answer all incoming internal and external telephone calls within three (3) rings with a warm, professional greeting, always using the approved script and proper telephone etiquette
Efficiently operate the telephone switchboard (PBX system), accurately transferring calls, placing guests on hold when necessary, and taking detailed, legible messages when required
Provide courteous, knowledgeable assistance to guests regarding hotel services, facilities, hours of operation, key personnel, in-house events, room amenities, and local attractions
Respond promptly and effectively to guest inquiries, concerns, and complaints; resolve issues independently whenever possible or escalate to the appropriate department/manager while maintaining 100% guest satisfaction
Process wake-up calls accurately and verify completion as required
Handle emergency calls according to established hotel protocols (fire, medical, bomb threats, etc.) and notify management/security immediately
Monitor and respond to room status updates, special requests (DND, privacy, VIP, late check-out, etc.), and maintain accurate logs
Coordinate with Housekeeping, Front Office, Engineering, Room Service, and other departments to relay guest requests, maintenance issues, and special needs in a timely manner
Assist with basic concierge services including restaurant reservations, transportation arrangements, theater tickets, and recommendations for dining, shopping, entertainment, and local points of interest
Maintain thorough knowledge of current hotel promotions, rates, packages, and seasonal events
Protect guest privacy and confidentiality in accordance with hotel standards and data protection regulations
Update and maintain the telephone directory, emergency contact lists, and departmental extensions
Assist with light administrative tasks such as sorting mail, distributing faxes, and updating in-house information systems when needed
Perform all other duties assigned by the Front Office Manager, Assistant Front Office Manager, or hotel management
Qualification
Required
High school diploma or equivalent required
Minimum 1–2 years of experience in a high-volume PBX, switchboard, or customer service/call center environment
Fluency in English (verbal and written)
Exceptional telephone etiquette with a clear, pleasant, and professional speaking voice
Strong listening skills and ability to remain calm and courteous under pressure
Excellent problem-solving abilities and a genuine desire to exceed guest expectations
Proficient with hotel PBX systems (e.g., Mitel, Avaya, Cisco, Opera Cloud PMS integration) and basic computer applications (Microsoft Office, email, internet)
Thorough knowledge of hotel layout, services, amenities, and surrounding area attractions
Ability to type a minimum of 30 WPM and take accurate messages while multitasking
Must be able to work a flexible schedule including early mornings, late nights, weekends, holidays, and overnight shifts
Professional appearance and demeanor in accordance with hotel grooming standards
Able to sit or stand for extended periods while operating the switchboard
Able to lift, carry, push, or pull items weighing up to 20 pounds (telephone equipment, directories, office supplies)
Frequent use of hands for typing and handling telephone equipment
Must possess clear speech and hearing capabilities (with or without reasonable accommodation)
Preferred
College coursework in hospitality
Luxury hotel experience
Additional languages (Spanish, French, Mandarin, etc.)
Benefits
Comprehensive health insurance
Retirement plans
Paid time off
On-site wellness programs
Local discounts
Employee rates on hotel stays
Ongoing training and development opportunities
Generous bonuses
Travel perks
Company
Pyramid Global Hospitality
Pyramid has extensive experience in providing core operational infrastructure and strategies for a wide range of full-service properties.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
unknown2023-02-28Debt Financing
Leadership Team
Anthony Torres
Vice President of Food and Beverage
Recent News
2025-10-16
Company data provided by crunchbase