PBX Operator - Ka Haku, a Hilton Club

Job Title

The PBX (operator) serves as the central communications hub for resort operations, ensuring seamless coordination between guests, owners, departments, and emergency response.

This position is responsible for handling incoming calls, dispatching guest service requests, maintenance work orders, housekeeping calls, and security responses while maintaining accurate records and follow-up activities. The role supports daily resort operations by facilitating effective communication among Front Office, Housekeeping, Engineering, Security, and other departments to ensure exceptional guest and owner experiences.

PBX monitors communication, security, and emergency systems; responds to both emergency and non-emergency situations; and coordinates appropriate departmental and external agency responses when necessary.

A strong commitment to our Spirit of Service culture and Hilton Values is expected in all interactions with guests and team members.

HGV offers outstanding Team Member travel discount programs and much more through Perks at Work, exclusive Go Hilton Travel, HGV Getaway, and RCI Travel, opening access to discounts at over 1500+ brands and resorts. Your daily work location unlocks your specific set of benefits.

Here's why you'll love it here - We offer an excellent benefits package to our full-time Team Members that include:

• Salary Range: $34.25-35.25 per hour
• Daily Pay
• Medical, Dental, and Vision insurance
• Financial Wellness - 401k, Life insurance, Company stock purchase program
• Team Member Travel Program - enjoy discounted rates at incredible properties around the globe
• Generous Paid Time Off Program
• Paid Sick Days
• Team Member Recognition and numerous learning and advancement opportunities... and more!

Schedule Details:

The Front Office Department operates seven days a week. You will be assigned to an eight-hour shift within the operating hours of 6 AM to 11 PM, which includes weekdays, weekends, and holidays, based on business needs.

Additional Responsibilities Include:

• Answer incoming calls promptly and professionally, directing calls to the appropriate departments or individuals.
• Respond to guest and owner inquiries and provide accurate information regarding resort services, amenities, and local area attractions.
• Coordinate, dispatch, and track guest requests to ensure timely follow-up and resolution.
• Receive and dispatch operational requests, housekeeping calls, and maintenance work orders as needed.
• Serve as the central communication hub for resort operations and departmental coordination.
• Communicate effectively with Front Office, Housekeeping, Engineering, Security, and other departments to support seamless resort operations.
• Maintain accurate logs and records of guest requests, communications, dispatch activities, and follow-up actions.
• Monitor communication systems, including switchboards, voicemail systems, and dispatch platforms, ensuring proper functionality and message handling.
• Track and follow up on outstanding requests, work orders, and operational concerns to ensure timely completion.
• Handle guest concerns professionally and escalate issues to the appropriate leadership team when necessary.
• Monitor security and life-safety systems, including fire alarm panels, access control systems, and intrusion alarms.
• Receive, prioritize, and dispatch emergency and non-emergency calls for service.
• Dispatch Security Officers and coordinate responses to incidents, emergencies, and operational needs.
• Notify appropriate departments and emergency responders during emergency situations.
• Serve as a liaison with local law enforcement, fire departments, and emergency medical services when required.
• Maintain composure, professionalism, and sound judgment during high call volumes, emergencies, and other high-pressure situations.
• Support administrative and operational functions, including message delivery, documentation, reporting, and basic recordkeeping.
• Ensure confidentiality and security of guest, owner, and company information.
• Promote a professional, positive, and guest-focused communication environment.
• Embody Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, and Now.
• Complete all required company training, certifications, and compliance courses as assigned.
• Adhere to all company policies, procedures, and operational standards.
• Perform other duties and responsibilities as assigned.

What are we looking for?

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. At the core of our company's success are our Team Members.

To fulfill this role efficiently, you must possess the following minimum qualifications and experience:

• High School Diploma, GED, or equivalent
• Less than one year of related experience
• Strong verbal communication skills with a clear, professional, and courteous phone presence.
• Ability to communicate effectively and provide accurate information to guests and team members.
• Ability to multitask and manage multiple calls and requests in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to remain calm and professional when handling high call volumes or guest concerns.
• Basic to intermediate computer skills.
• Ability to work independently while supporting team coordination.
• Ability to maintain confidentiality of guest and operational information.
• Ability to maintain a professional demeanor consistent with a luxury hospitality environment.

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Associate's/College Degree
• 1+ years of related experience
• Supervisory Experience
• Prior experience in PBX, call center, or front office operations.
• Experience in a hotel, resort, or timeshare environment.
• Familiarity with switchboard or communication systems.
• Strong knowledge of guest service practices and service recovery.
• Bilingual Japanese communication skills preferred.

When you join Hilton Grand Vacations, you join a group of Team Members dedicated to helping Owners and Guests around the world make every vacation they take a memorable one. Hilton Grand Vacations is a leading vacation ownership company bringing our Guests vacation dreams to life.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.