PBX Operator - Hotel

The Renaissance Baltimore Harborplace Hotel is looking for a PBX Operator to join our wonderful team. In this role, you will manage the hotel’s telephone system and act as a central point of communication by answering, routing, and relaying calls, messages, and guest requests promptly and professionally.

Responsibilities include coordinating wake-up calls, providing general guest information, and communicating with departments such as housekeeping and engineering via phone, radio, and computer systems.

This position handles both internal and external calls to support smooth and efficient guest service and may also assist the front desk as needed. Strong communication and computer skills, along with the ability to stay composed and professional in a fast-paced environment, are essential.

If this sounds like a good fit for you, we want to meet you. Apply today!

Essential Skills & Qualifications:

• Excellent verbal communication, active listening, and interpersonal skills.
• Proficiency with phone systems (PBX), computers, and potentially hotel Property Management Systems (PMS).
• Ability to multitask, stay calm, and resolve issues under pressure.
• Strong attention to detail for accurate message taking and data entry.
• High school diploma or equivalent, with prior hospitality or call center experience often preferred.
• Marriott experience ideal

Work Environment:

• Primarily indoors at a switchboard console, requiring focus and repetition.
• Can be busy and stressful, with the need for a professional appearance and adherence to company standards.
• Call Management: Answer, screen, and transfer all incoming calls (internal & external) to the correct extensions or departments.
• Guest Services: Handle wake-up calls, take messages, provide hotel/local information, process requests (room service, maintenance), and log issues for follow-up.
• Communication Hub: Act as a dispatcher for staff using radios/pagers, relaying urgent messages to security, housekeeping, engineering, etc..
• Administrative Tasks: Perform data entry, maintain call logs, update guest records, and potentially assist with front desk tasks like check-ins/outs.
• Emergency Response: Follow hotel procedures, acting as the central point for emergencies (e.g., calling 911).