PBX Agent (Telephone Operator)

Omni Hilton Head Oceanfront Resort is seeking a friendly, professional, and service-oriented PBX Agent (Telephone Operator) to join our Guest Services team. In this role, you will serve as a central point of communication for the resort by managing incoming calls, assisting guests with requests, and connecting them with the appropriate departments. As one of the first voices guests hear when contacting the resort, you play an important role in creating a welcoming and seamless guest experience. Your attention to detail, professionalism, and commitment to hospitality will help ensure every guest interaction reflects the exceptional standards of Omni Hotels & Resorts. Responsibilities Guest Communication & Service Answer incoming calls promptly and professionally while following Omni service standards Direct calls to the appropriate departments or guest rooms accurately and efficiently Assist guests with questions regarding resort amenities, services, dining options, and local attractions Handle guest requests such as wake-up calls, messages, and service coordination Provide friendly, courteous, and helpful service during every guest interaction Operational Support Monitor and respond to internal communication systems and emergency lines when necessary Record and relay guest messages accurately and promptly Assist with dispatching guest service requests to appropriate departments Maintain accurate logs and records of calls and requests when required Team Collaboration Communicate effectively with Front Desk, Housekeeping, Engineering, and other departments to ensure guest needs are met Support guest service operations during high call volume periods Maintain a professional and calm demeanor while managing multiple calls and requests Safety & Service Standards Follow all company policies and procedures related to guest privacy and confidentiality Understand emergency procedures and respond appropriately when required Maintain knowledge of resort information, promotions, and services to assist guests effectively Qualifications Previous customer service or hospitality experience preferred Strong communication and telephone etiquette skills Ability to multitask and manage multiple phone lines efficiently Excellent listening skills with the ability to clearly relay information Professional demeanor with strong problem-solving abilities Basic computer skills and ability to learn hotel systems Ability to work a flexible schedule including evenings, weekends, and holidays Tools & Equipment Multi-line telephone and PBX system Computer and hotel property management systems Radio communication devices Standard office equipment such as printers and telephones Why Work at Omni Hilton Head Oceanfront Resort? At Omni Hotels & Resorts, we believe our associates are the heart of our success. When you join our team, you become part of a culture built on genuine hospitality, respect, and professional growth. What you can expect: Competitive pay and comprehensive benefits Medical, Dental, and Vision Insurance (for eligible associates) 401(k) Retirement Plan with company match (for eligible associates) Paid Time Off and Paid Holidays (for eligible associates) Associate Hotel Discounts at Omni Hotels & Resorts nationwide Opportunities for career advancement and internal growth Training and professional development programs A supportive and collaborative team environment The opportunity to work at a beautiful oceanfront resort destination