PBX Operator
Quick Summary
B. F. Saul Company Hospitality Group is a subsidiary of the largest private real estate company in the Washington, D.C. area, and has been in operation for over 130 years.
The PBX Operator is the voice of the hotel and a critical ambassador of the guest experience. This role delivers refined, anticipatory service through all guest communications, ensuring every interaction reflects Forbes-level standards of professionalism, warmth, and personalization.
The PBX Operator serves as the central communication hub of the hotel, seamlessly connecting guests to services while proactively identifying opportunities to enhance satisfaction, as measured through Medallia and guest feedback platforms.
- Answer all incoming calls promptly using refined, polished, and personalized language aligned with Forbes standards.
- Anticipate guest needs by listening actively and offering thoughtful, tailored solutions beyond the stated request.
- Address guests by name whenever possible, creating a personalized and memorable interaction.
- Handle all guest inquiries, requests, and concerns with urgency, empathy, and professionalism.
- Operate as the central communication hub, routing calls accurately and efficiently.
- Manage wake-up calls with precision, ensuring timely execution without error.
- Maintain clear, detailed, and accurate records of messages and guest requests.
- Coordinate seamlessly with Front Office, Housekeeping, Engineering, and Food & Beverage to fulfill guest needs.
- Communicate VIP arrivals, special requests, and service recovery opportunities proactively.
- Support Front Office operations during peak demand while maintaining service excellence.
- Serve as an extension of the Food & Beverage experience by managing and facilitating reservations for Wren and The Naisho Room with accuracy and attention to detail.
- Demonstrate thorough knowledge of each outlet, including concept, ambiance, menu highlights, dress expectations, hours of operation, and unique guest experiences.
- Assist guests in selecting dining times that align with their preferences while optimizing restaurant flow and availability.
- Utilize reservation systems and internal tools to accurately input, modify, and confirm dining reservations.
- Capture and communicate all relevant guest details including special occasions, dietary restrictions, VIP status, and seating preferences.
- Coordinate closely with restaurant leadership to communicate VIP reservations, special requests, and service recovery opportunities.
- Provide anticipatory service by proactively suggesting dining experiences when appropriate (upselling with authenticity and confidence).
- Ensure all reservations are confirmed clearly with guests, including date, time, location, and any special instructions.
- Actively contribute to improving guest satisfaction scores by delivering consistent, high-quality interactions.
- Identify service gaps in real time and take ownership to resolve or escalate appropriately.
- Support a culture of continuous improvement by incorporating guest feedback into daily service delivery.
- Serve as a calm, confident communication point during emergencies, following all safety protocols.
- Escalate urgent situations immediately and ensure accurate communication across departments.
- Maintain complete confidentiality of guest and hotel information at all times.
- Demonstrate professionalism and composure in a high-volume, fast-paced environment.
- Stay informed of hotel services, local attractions, and operational updates to provide accurate information.
Education: High school diploma/GED or equivalent experience required.
Experience/Knowledge/Skills/Abilities: · Must be customer focused, pay attention to details, and work well with others.
Minimum one year in luxury hospitality, PBX, guest services, or reservations preferred
Must be able to perform job duties in a repetitious and fast paced environment.
Must utilize excellent guest service skills to enhance the museum experience and meet the needs of museum guests with a positive attitude
Must be able to multi-task and be self-motivated
Must be willing to work a flexible schedule that includes nights, weekends, holidays and special events
Physical: Ability to lift, push and pull up to 50 pounds on a regular basis throughout shift
Standing, stooping, and bending for long periods of time
Requires ability to complete physically demanding responsibilities such as walking, standing, carrying, and lifting continuously throughout the shift.
B. F. Saul Company Hospitality Group is proud to be an equal opportunity workplace dedicated to pursuing and hiring diverse professionals.
Equal Opportunity Employer/Veterans/Disabled
The actual base pay offered is determined by several variables, including, as appropriate, the applicant's qualifications for the position, years of relevant experience, distinctive skills, level of education attained, certifications or other professional licenses held. Base pay is one component of B. F. Saul Company & Affiliates total compensation package, which also includes access to or eligibility for healthcare benefits, a 401(k) plan, short-term and long-term disability coverage, basic life insurance, bonus plans and more.
B. F. Saul Company Hospitality Group is proud to be an equal opportunity workplace dedicated to pursuing and hiring diverse professionals.
Equal Opportunity Employer/Veterans/Disabled
Location & Eligibility
About this job
- Pay per year
- ≈ $49,920–$50,960 a year
- 25% below the $67,500 median for Other jobs on Jobera (125,317 salaries).
- Who can apply
- United States
- Posted
- Today
Listing Details
- Posted
- October 23, 2026
- First seen
- October 23, 2026
- Last seen
- October 24, 2026
Posting Health
- Days active
- 0
- Repost count
- 1
- Trust Level
- 72%
- Scored at
- October 24, 2026
Signal breakdown
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