PBX Agent - BBR

PBX Agent handles incoming and outgoing internal and external phone calls, transfers calls to the appropriate office/department/guest room, transmits and receives messages, answers inquiries about hotel services, room availability, amenities, and travel directions, and assists with front desk/guest services as requested. Responsibilities include answering inquiries about registration, mail, faxes, packages, and guest services; responding to lost-and-found inquiries; ensuring timely delivery of mail, faxes, packages; resolving guest complaints within authority or escalating to management; notifying management of problems or safety issues; following safety procedures and PPE/HAZMAT requirements; reporting unsafe conditions and maintaining compliance with OSHA guidelines; managing wake-up calls, guest reservations when agents are unavailable, and various guest-request workflows using Opera, Hotsos, and Trustyou systems; maintaining guest profiles, performing service recovery, and upholding Forbes standards and approved verbiage; coordinating event reservations and guest communications, and ensuring guest satisfaction. The role requires strong communication and interpersonal skills, basic math, proficiency with telephone and computer systems, and flexibility to work varied schedules including holidays and weekends.