PBX Phone Operator: Full-TimeRancho Valencia ResortRancho Santa Fe, CA
A property of: Rancho Valencia ResortPosted 2 weeks ago

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Job Description



The person in this role routes incoming phone calls and also communicates the details of all Rancho Valencia services and amenities to both the internal and external caller. The PBX operator is a liaison between the in-house guest and the outside caller and all the outlets within the property. The PBX operator also supports In-Room Dining by receiving and inputting In-Room Dining orders for the guest.

  • Answers calls in a positive, natural and upbeat manner.
  • Answers all calls within 3 rings.
  • Uses proper telephone verbiage and ensures that the smile can be "heard" over the phone.
  • Uses guest's name with proper title at least twice during conversation
  • Provides live wake-up calls as requested and follow all procedures
  • Does not leave PBX console unattended at any time.
  • Is capable of using all features of telephone system, such as call forward, checking voice mail, and troubleshooter list.
  • Directs and follows up on all faxes, emails, packages, letters, and messages following the required procedures.
  • Prepares daily Reports for morning briefing
  • Prepares next day Happenings for turn down service
  • Is familiar with the functions of the Springer Miller Systems in order to assist and service our guests and support the Front Desk when needed
  • Assists in, In-Room Dining department with order taking to offer prompt service
  • Is knowledgeable with basic Food &Beverage information, current In-Room Dining menus and uses Micros system.
  • Issues and processes online gift card and product purchases. Supports Front Office with in-person gift card purchases as needed.
  • Dispatches employees key card daily and maintains accurate key log
  • Is knowledgeable of all operating department hours and all services provided at Rancho Valencia.
  • Is aware of daily events on property
  • Verifies that the fax machine and copy machine are in good working condition, replenish paper and cartridges when necessary.
  • Orders office supplies as needed following established office procedures
  • Is aware of the hotel's 2-way radio system and follows the radio etiquette at all times.
  • Provides directions to callers when needed.
  • Prepares brochures and other displayed items in the lobby.
  • Responds immediately to 911 calls and follows up in accordance with protocol
  • Reports any problems to the Manager on Duty in a timely manner.
  • Has flexible availability to work all PBX shifts including evenings, weekends and holidays as requested
  • Actively participates in safety programs and abides by all injury reporting and safety behavior requirements.
  • Participates in and supports hotel efforts towards community service, sustainability and environmental initiatives.
  • Perform other duties as directed, developed or assigned.

Job Requirements



  • Ability to communicate in English with vendors, guests and staff to their understanding
  • Strong customer service experience
  • Minimum 1 year experience as PBX operator or other telephone operator position
  • Ability to graciously handle high call volume and competing priorities
  • Ability to facilitate flexible schedules as well as weekends, evenings and holidays
  • Ability to perform basic mathematical computation
  • Strong computer skills

  • Luxury Hospitality experience
  • Proficient in Word, Excel and Power Point
  • Ability to communicate in other languages
  • Basic Food and Beverage knowledge


  • Ability to provide clear and pleasant telephone communication to all callers
  • Ability to prioritize and organize work assignments and follow up
  • Ability to focus attention on details
  • Ability to maintain discretion and confidentiality of all guests and pertinent hotel information.
  • Ability to work cohesively with other departments
  • Ability to work successfully without direct supervision

  • Ability to communicate in other languages

  • Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing. Have frequent need to perform standing and walking activities related to inspecting property.
  • Constant need to perform the following physical activities: grasping, turning, finger dexterity.
  • Occasional need to stand for long periods of time.
  • Must be able to sit for long periods of time.
  • Lifting/carrying up to 20 lbs. frequently and 25 lbs. occasionally.
  • Vision requirements: constant need to view small print. Frequent need to see small details and things clearly beyond arms' reach.
  • Hearing requirements: constant need to speak on the telephone and/or two-way radio, respond to general public and converse with staff. Ability to hear fire alarms and emergency equipment.

Job Details

Entry level

About this location

room Count:
location Type:
Small Metro / Town
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Rancho Valencia Resort
Rancho Valencia was hand selected by Forbes Travel Guide as one of
the finest Five-Star hotels and spas in the world (2019) in addition to
their World’s Best Rooms for 2019. Rancho Valencia has alshow more
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Address5921 Valencia Circle, Rancho Santa Fe, CA, 92067 View map
Property typeHotel 
room Count0-50 
location TypeSmall Metro / Town 
Company Logo
This property is managed by
Rancho Valencia Resort