Hotel PBX Operator - Elysee New York

Job Description

Job Description

ABOUT ELYSÉE NEW YORK  

Elysée New York is entering a new chapter as an intimate luxury boutique hotel in the heart of Midtown Manhattan. The hotel blends the elegance of a historic New York residence with the warmth and cultural spirit of a European luxury hotel, delivering a guest experience built on genuine hospitality, considered detail, and quiet discretion. Elysée New York by Wunderkind Hotels is managed by Crescent Hotels & Resorts, one of North America's leading hospitality management companies. 

POSITION OVERVIEW  

Elysée New York is seeking a poised, detail-oriented PBX Operator to manage all incoming and outgoing hotel communications, serving as the discreet voice of Elysée New York on every call. Reporting to the Front Office Management and Director of Operations, this individual answers and routes calls, relays guest messages accurately, and handles wake-up calls and emergency communications, all while providing hotel information and services with the same warmth and discretion guests receive in person. The Front Office operates to Leading Quality Assurance standards, and the PBX Operator is responsible for bringing those standards to life in every call, message, and connection made on the guest's behalf. This position requires a flexible schedule, including the willingness to work beyond scheduled hours when needed. 

ESSENTIAL JOB FUNCTIONS  

CALL HANDLING AND GUEST COMMUNICATION  

• Be the first voice and ambassador of Elysée New York 

• Answer and route all incoming and outgoing calls professionally, efficiently, and with genuine warmth. 

• Take and relay guest messages accurately and promptly to the correct guest or department. 

• Provide accurate hotel information and services to callers, drawing on current knowledge of Elysée New York's offerings and house vocabulary. 

• Handle wake-up call requests precisely, confirming details with the guest and following through without fail. 

• Tend to all guest requests and text messgaes using the KYC tool. 

• Protect guest privacy at all times, including never confirming a guest's room number or stay details to an unverified caller. 

EMERGENCY AND CRISIS COMMUNICATION  

• Handle emergency communications calmly and accurately, following hotel emergency procedures and notifying the appropriate department or Manager on Duty without delay. 

• Maintain composure and clear judgment under pressure, particularly during high call volume or urgent situations. 

COORDINATION AND COMMUNICATION  

• Coordinate continuously with the Front Desk, Bell Services, Housekeeping, Engineering, and other departments to ensure prompt, accurate communication between guests and hotel teams. 

• Communicate clearly and discreetly with the Front Office team over the Relay to manage call flow and guest hand-offs. 

• Using the KYC tool, ensure all guest and interal requests are followed up on and resolved in a timely manner. 

• Alert the Front Office Manager or Assistant Front Office Manager promptly to any guest concern, system issue, or situation requiring escalation. 

QUALITY ASSURANCE AND BRAND STEWARDSHIP  

• Uphold Leading Quality Assurance and Elysée New York service standards on every call. 

• Maintain strict confidentiality of guest information at all times. 

• Participate in ongoing training and coaching to reinforce luxury service standards and house vocabulary. 

• Adapt quickly and professionally to new systems, procedures, or an ever-changing work environment. 

REQUIRED QUALIFICATIONS AND SKILLS  

• Exceptional verbal communication skills, with a clear, professional, and welcoming phone presence. 

• Strong attention to detail and the ability to multi-task across simultaneous calls and requests without sacrificing accuracy. 

• Sound judgment, discretion, and composure, particularly during emergencies or high-volume periods. 

• Ability to learn new systems and procedures quickly in an ever-changing work environment. 

• Working knowledge of hotel telephone, paging, and reservation systems, or the ability to learn new systems quickly. 

• High school diploma or equivalent required. 

• Minimum two years of guest-service or call-handling experience within a luxury hotel environment. 

• Demonstrated experience delivering personalized, high-touch guest service. 

• Ability and willingness to work a flexible schedule, including beyond scheduled hours when necessary, and across weekends and holidays. 

• Experience within the New York City luxury hospitality market. 

• Familiarity with PBX, telephone, or paging systems, or a comparable communications platform. 

• Multilingual capabilities are a plus, though not required. 

COMPENSATION AND BENEFITS  

• Competitive salary, benefits package, 401(k) eligibility, professional development opportunities, and hotel travel benefits available through eligible programs. 

WHY JOIN ELYSÉE NEW YORK by WUNDERKIND HOTELS  

Joining Elysée New York is an opportunity to help shape the re-emergence of a legendary New York hotel and to build a new standard of intimate, personalized luxury hospitality. The PBX Operator is often a guest's first voice at Elysée New York, work that is considered, genuine, and built to last, on a platform toward future hotel leadership growth opportunities. We invite candidates who believe that luxury is defined not by formality alone, but by generosity, discretion, and the ability to make every guest feel genuinely seen, to join us and help build a place where every guest, and every team member, belongs. 

EQUAL OPPORTUNITY STATEMENT  

Elysée New York Hotel, managed by Crescent Hotels & Resorts, is an Equal Opportunity Employer, including Protected Veterans and Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the applicable Know Your Rights notice from the United States Department of Labor. 

NOTE:  

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate's supervisor. 

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.