PBX Operator

Job description

Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences. Check out this video for more information on our great company! About our property: At the West Grand Cayman Seven Mile Beach Resort & Spa we consistently rise above the competition. On day one, you will begin with a robust wage package, excellent benefit plans, professional development, generous bonuses, travel perks and the opportunity to grow across a portfolio of 100 hotels and resorts representing all major brands. We are an Employer of Choice—we understand that the care of our team members is as important as the service we provide to our guests and the communities around us. If you have a genuine passion for hospitality, come and join our team. You will have an important role in the delivery of outstanding service and memorable experiences for each guest. You will have fun, learn and be part of a successful journey at a growing company. Find out today what a career at The Westin Grand Cayman Seven Mile Beach Resort & Spa with Pyramid Global can mean for you! What you will have an opportunity to do: Position Summary: The PBX Operator serves as the primary voice of the hotel, acting as the central communications hub for all guests and inter-departmental telephone traffic. This role is responsible for delivering exceptional, personalized service by answering calls promptly, accurately routing requests, resolving guest inquiries, and ensuring seamless communication throughout the property. Essential Duties and Responsibilities: Answer all incoming internal and external telephone calls within three (3) rings with a warm, professional greeting, always using the approved script and proper telephone etiquette. Efficiently operate the telephone switchboard (PBX system), accurately transferring calls, placing guests on hold when necessary, and taking detailed, legible messages when required. Provide courteous, knowledgeable assistance to guests regarding hotel services, facilities, hours of operation, key personnel, in-house events, room amenities, and local attractions. Respond promptly and effectively to guest inquiries, concerns, and complaints; resolve issues independently whenever possible or escalate to the appropriate department/manager while maintaining 100% guest satisfaction. Process wake-up calls accurately and verify completion as required. Handle emergency calls according to established hotel protocols (fire, medical, bomb threats, etc.) and notify management/security immediately. Monitor and respond to room status updates, special requests (DND, privacy, VIP, late check-out, etc.), and maintain accurate logs. Coordinate with Housekeeping, Front Office, Engineering, Room Service, and other departments to relay guest requests, maintenance issues, and special needs in a timely manner. Assist with basic concierge services including restaurant reservations, transportation arrangements, theater tickets, and recommendations for dining, shopping, entertainment, and local points of interest. Maintain thorough knowledge of current hotel promotions, rates, packages, and seasonal events. Protect guest privacy and confidentiality in accordance with hotel standards and data protection regulations. Update and maintain the telephone directory, emergency contact lists, and departmental extensions. Assist with light administrative tasks such as sorting mail, distributing faxes, and updating in-house information systems when needed. Perform all other duties assigned by the Front Office Manager, Assistant Front Office Manager, or hotel management. What are we looking for? High school diploma or equivalent required; college coursework in hospitality preferred. Minimum 1–2 years of experience in a high-volume PBX, switchboard, or customer service/call center environment (luxury hotel experience strongly preferred). Fluency in English (verbal and written); additional languages (Spanish, French, Mandarin, etc.) a plus. Exceptional telephone etiquette with a clear, pleasant, and professional speaking voice. Strong listening skills and ability to remain calm and courteous under pressure. Excellent problem-solving abilities and a genuine desire to exceed guest expectations. Proficient with hotel PBX systems (e.g., Mitel, Avaya, Cisco, Opera Cloud PMS integration) and basic computer applications (Microsoft Office, email, internet). Thorough knowledge of hotel layout, services, amenities, and surrounding area attractions. Ability to type a minimum of 30 WPM and take accurate messages while multitasking. Must be able to work a flexible schedule including early mornings, late nights, weekends, holidays, and overnight shifts. Professional appearance and demeanor in accordance with hotel grooming standards. Physical Demands: Able to sit or stand for extended periods while operating the switchboard. Able to lift, carry, push, or pull items weighing up to 20 pounds (telephone equipment, directories, office supplies). Frequent use of hands for typing and handling telephone equipment. Must possess clear speech and hearing capabilities (with or without reasonable accommodation). Hourly rate is $6.00 per hours plus a share of the gratuity pool These positions requires working a flexible schedule of day and/or evening shifts including weekends and public holidays and on call at all times. The applicant must meet the minimum requirements and must be able to speak, read, write and understand the primary language “English ” used in the workplace. Compensation: CI$6.56 - CI$6.56 Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.