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PBX Operator
Property Name:
Hilton Chicago/Oak Brook Hills Resort
Job Title: 
PBX Operator
Illinois-Chicago West
Company Name: 
Oak Brook
Work Permit?: 
Applicants who do not already have legal permission to work in the United States will not be considered.
Management  Position?: 
Bonus Pay: 
We are a rapidly growing entrepreneurial hotel management company dedicated to creating value for our team members, our guests, our owners, and our communities.
If you are committed to delighting guests, playing well with others, and thriving under pressure, we offer exciting opportunities for you to perform a key role in our hotels' growth.
Why Portfolio?
Yes, Portfolio specializes in managing unique, boutique-style destination resorts and significant urban hotels in domestic and international markets.
Yes, Portfolio provides entrepreneurial, creative, and financially aware management for hotels that share a defined style and position in their respective marketplace.
Yet perhaps the best indication of how we work is our twelfth Compass Point standard by which we operate:
"We find ways to live, laugh, and learn as we do our best to provide stellar service to our guests. We realize we need to enjoy the time we spend together, because life is too short not to have a good time along the way."
Come join us!

We are looking for Team Members who exemplify the Core Values of Portfolio Hotels & Resorts:

  1. Be incredibly friendly & positive

  2. Serve & respect others

  3. Be smart about your business

  4. Enthusiastically reimagine and innovate

SUMMARY:The PBX Operator is primarily responsible for responding to incoming calls in a timely and friendly manner and directing caller to appropriate destination.  S/he often provides the first point of contact for guests and is responsible for creating an excellent first impression. 

The PBX Operator shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible for exemplifying the Hotel's Culture and Portfolio Hotels & Resorts' Core Values.


  • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.

  • Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.

  • Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

  • Maintain positive guest relations at all times.

  • Answer incoming telephone calls.

  • Obtain necessary information and transfer call to the correct extension.

  • Respond to guest inquiries and requests to resolves issues via telephone in a timely, friendly, and efficient manner.

  • Monitors all alarms located in PBX and notifies appropriate personnel as required.

  • Assists with the maintenance of directories, on-call lists, etc.

  • Resolve guest complaints, ensuring guest satisfaction.

  • Provides information to callers as appropriate.

  • Maintain complete knowledge at all times of:

    • All hotel features/services, hours of operation.

    • All room types, numbers, layout, decor, appointments and location.

    • All room rates, special packages and promotions.

    • Daily house count and expected arrivals/departures.

    • Room availability status for any given day.

    • Scheduled in-house group activities, locations and times.

    • All hotel and departmental policies and procedures.

  • Access all functions of the computer system.

  • Inspect, plan and ensure that all materials and equipment are in complete readiness for service.

  • Maintain confidentiality, security, and integrity of organizational data.

  • Maintain a neat and presentable PBX area.

  • Operate office equipment including, but not limited to computers, PBX system, fax machine, and e-mail.

  • Orients and mentors new staff members.

  • Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.

Associate is held accountable for all duties of this job and other duties as assigned.


  • High school diploma or equivalent

  • Prior hospitality or customer service experience preferred

  • Prior experience with switchboard operation/PBX preferred

  • Any combination of education and experience equivalent to graduation from high school or any other combination of training or experience that provides the required knowledge, skills and abilities

  • Previous experience with Windows, Office, Opera, or similar property management system


  • Must be a United States citizen or possess a valid work permit

  • Must have excellent phone etiquette

  • Must be able to read, write and speak English

  • Must have strong computer skills

  • Must have working knowledge of Microsoft Office programs

  • Must be able to work well under pressure

  • Must be able to accurately follow instructions, both verbally and written

  • Must be highly detailed orientated

  • Must be able to work in a fast paced environment

  • Must have excellent listening skills

  • Must possesses excellent communication skills

  • Must be professional demeanor

  • Must always ensure a teamwork environment

  • Ability to work a flexible schedule that may include evenings, weekends and holidays

  • Must have the ability to deal effectively and interact well with the guests and associates

  • Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner

  • Must have a passion for creating an exceptional experience for all guests

  • Must have excellent guest and associate relations skills. Skilled in problem solving by identifying the problem and working through it

  • Possess strong leadership, motivational, organizational and verbal communication skills



  • Must be able to sit or stand throughout majority of shift

  • Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally

  • Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description in no way states or implies that these are the only duties to be performed by this employee.  He or she will be required to follow other instructions and perform other work-related duties requested by his or her supervisor.

(ref. 20842)
We are an Equal Opportunity Employer that considers applicants without regard to race, sex, religion, national origin, disability or protected veteran status.
© Portfolio Hotels & Resorts, LLC.
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