PBX Agent

Job Description

Job Description

PBX Agent

The PBX Agent at Cliff House Maine serves as the central communication hub of the resort, ensuring all incoming and internal calls are handled with professionalism, warmth, and efficiency. This role is responsible for managing guest communication, call routing, service requests, and maintaining seamless coordination between departments to support an exceptional luxury guest experience.

The PBX Agent must possess strong knowledge of room types, resort amenities, dining outlets, activities, and operational procedures to confidently assist guests and team members. This role also supports Front Desk operations during high-volume periods and short staffing situations, requiring flexibility, attention to detail, and a strong service mindset.

This position is fully committed to upholding Forbes service standards, department procedures, and serving as a true ambassador for Cliff House Maine.

Essential Functions

• Answer all incoming external and internal phone calls promptly, professionally, and courteously
• Manage call queues efficiently and ensure calls are routed accurately to the appropriate department or team member
• Support guest arrival flow through queue management and coordination with Front Desk and Bell/Valet teams
• Coordinate luggage delivery communication with the Bell team to ensure timely and seamless guest arrivals
• Deliver arrival amenities, VIP gifts, welcome amenities, and special occasion items to guest rooms with proper presentation and attention to detail
• Provide guests with accurate information regarding room types, rates, amenities, resort programming, dining options, spa services, and hotel facilities
• Maintain complete knowledge of all guest room types, views, bedding configurations, amenities, and special accommodations
• Handle guest requests, concerns, and service opportunities with urgency and heartfelt care
• Create, update, and communicate guest service requests through HotSOS and other operational systems
• Assist with guest messaging, wake-up calls, and internal dispatch communication
• Assist with check-in/check-out support, guest inquiries, and operational coverage when necessary
• Maintain awareness of daily arrivals, departures, VIP guests, group activity, and special events
• Communicate effectively with Housekeeping, Engineering, Front Office, Reservations, Concierge, and all operational departments
• Ensure all guest information is handled confidentially and securely in accordance with hotel standards
• Maintain professionalism and composure in high-volume or high-pressure situations
• Participate in pre-shift meetings and daily operational pass-ons to ensure strong communication across teams
• Support overall Front Office operations and contribute to exceptional guest satisfaction

Qualifications

• Previous hospitality experience in a luxury hotel, Four Diamond, or Forbes-rated property preferred
• Prior Front Office, PBX, Front Desk, or Guest Services experience preferred
• Must be available to work varied shifts including mornings, evenings, weekends, and holidays
• Strong verbal communication and telephone etiquette skills required
• Ability to multitask and remain calm in a fast-paced environment
• Strong organizational skills and attention to detail
• Ability to work independently and as part of a team
• Must be comfortable learning and using hotel systems and operational technology
• Preferred knowledge of Opera Cloud, HotSOS, Microsoft Outlook, Excel, and Word
• Ability to stand, walk, and remain active for extended periods
• Ability to assist with Front Desk coverage and operational support as needed

Needed Attributes

Employees must fulfill their performance standards for this position and comply with policies, rules and procedures of the Hotel, including those set out in the Employee Handbook or otherwise communicated (verbally or in writing) to employees.  The job description is intended to describe the general nature and work responsibilities of the position.  This job description and duties of this position are subject to change, modification and addition as deemed necessary by the Hotel.  Employees are required to comply with supervisory instructions and perform other job duties, responsibilities and assignments requested by supervisors, managers or other Hotel Officials.

 

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.