Job Title:        PBX (Switchboard/Phone) Operator

Department:  Guest Services, Rooms

Reports To:    Guest Services Manager

Status:            Full-Time, Seasonal

Pay:                 $20 Hourly

Location:        Gurney’s Resorts & Seawater Spa, Montauk, NY

About Us:
Gurney’s Resorts & Seawater Spa is a premier luxury destination offering unparalleled oceanfront experiences in Montauk. Our mission is to create a unique, effortlessly elegant experience for our guests.

Job Summary:
The PBX Operator is responsible for answering incoming calls, handling guest requests, and facilitating communication between guests and various departments within the resort. This role ensures that all calls are handled professionally and efficiently, contributing to a seamless guest experience.

Key Responsibilities:

Guest Communication & Call Handling

• Answer incoming calls promptly and professionally.
• Direct calls to appropriate departments or individuals within the resort.
• Handle guest inquiries regarding reservations, amenities, services, and local attractions.
• Take and relay messages accurately and efficiently.
• Assist in wake-up call requests and ensure timely execution.

Emergency & Operational Support

• Follow emergency communication procedures and assist in alerting relevant departments.
• Coordinate with security, engineering, and housekeeping when necessary.
• Monitor and respond to emergency calls, including fire alarms or medical situations.

Administrative & System Management

• Maintain knowledge of resort services, hours of operation, and special promotions.
• Log guest requests and ensure timely follow-up with the appropriate department.
• Update internal phone directories and contact lists as needed.
• Assist in compiling reports or documentation related to PBX operations.

Qualifications:

• Previous PBX, front desk, or customer service experience preferred.
• Excellent communication and active listening skills.
• Ability to multitask and remain calm under pressure.
• Proficient in using phone systems, computers, and hotel software (OPERA, HotSOS preferred).
• Strong problem-solving skills with a guest-first approach.
• Ability to work flexible hours, including evenings, weekends, and holidays.

Physical Requirements:

• Ability to sit for extended periods while operating a telephone switchboard and computer.
• Frequent use of hands and fingers to operate phone systems, keyboards, and other office equipment.
• Clear speech and hearing ability to effectively communicate over the phone.
• Occasional standing, walking, bending, or reaching to retrieve or file documents.
• Ability to work in a fast-paced environment while maintaining composure and professionalism.
• May require occasional lifting of objects up to 15 lbs., such as office supplies or small equipment.

Compensation & Benefits

• $20.00 per hour
• Paid time off
• Employee discounts on accommodations, dining, and spa services.