Front Desk Agent - PBX Phone Operator

Job Description Summary

The PBX Operator is responsible for taking care of all guests for the Sonesta Denver Downtown hotel. The PBX Operator serves as the point person regarding the Front Desk technology systems and in-house guest relations during their shift. They are responsible for answering incoming phone calls from internal and external guests in a timely and professional manner that reflects highly on the hotel and brand. The goal of the PBX Operator is to address any concerns promptly and answer any questions concerning reservations, billing, and/or hotel information. The PBX Operator will also transfer any calls as necessary to the appropriate party. The PBX Operator will also assist in communications in helping guests in person at the front desk when necessary.

Job Description

Position Title: Front Desk Agent - PBX Phone Operator

Location: Sonesta Denver Downtown

Department: Front Desk

Reports To: Front Office Manager

Type: Non-Exempt (Hourly)

Pay Range: $19.00 to $20.00 per hour

Application Deadline: August 9th, 2025

Job Description Summary

The PBX Operator is responsible for taking care of all guests for the Sonesta Denver Downtown hotel. The PBX Operator serves as the point person regarding the Front Desk technology systems and in-house guest relations during their shift. They are responsible for answering incoming phone calls from internal and external guests in a timely and professional manner that reflects highly on the hotel and brand. The goal of the PBX Operator is to address any concerns promptly and answer any questions concerning reservations, billing, and/or hotel information. The PBX Operator will also transfer any calls as necessary to the appropriate party. The PBX Operator will also assist in communications in helping guests in person at the front desk when necessary.

Job Description

RESPONSIBILITIES

• Answer calls within prescribed time frame, respond to caller in a professional manner and according to established scripts and standards, and promptly route call to its destination.
• Provide callers with local directions and general information regarding restaurants, transportation, and entertainment in a courteous and accurate manner.
• Act as central communications point during emergency/crisis situations.
• Follow emergency, safety and security procedures including calling local fire, police, poison control, etc. for assistance.
• Respond to in-house guest concerns or complaints in a timely manner.
• Make appropriate service recovery gestures according to established guidelines.
• Notify management of any malfunctioning telephone equipment or accessories.
• May operate in-house paging system as well as serve as base communications with security and maintenance departments.
• Promote teamwork and quality service through daily communications and coordination with other departments.
• Be aware and prepare for all in-house group meetings and VIP arrivals.
• May provide wake-up calls to guest rooms if there is an automated phone system function.
• Transcribe messages correctly and verify accuracy.
• Input and retrieve messages from the computer as requested.
• Read and verbally recite exact messages for guests.
• Adhere and comply to Sonesta Attendance policy and standards of conducts.
• Maintain proper operation of the PBX console and ensure that all hotel standards are met.
• Maintain a clean work area at all times.
• Perform any other job-related duties as assigned.

QUALIFICATIONS AND REQUIREMENTS:

• Regular and punctual attendance.
• Ability to adhere to the propertys grooming standards.
• Ability to stand and walk on a continuous basis and run as warranted.
• Ability to safely operate a motor vehicle during all hours and in all weather conditions.
• Ability to understand and execute all safety and emergency procedures, (for example: fire, crowd control, inclement weather, and bomb threats.)
• Ability to understand and operate emergency equipment, (for example fire extinguishers, wheelchairs, respirators.)
• Ability to lift, carries, and store in overhead areas approximately 50 lbs.
• Ability to lift and move, in an emergency, an immobilized adult.
• Ability to bend, squat, kneel, climb (including stairs and ladder), and reach.
• Ability to push and/or pull approximately 75 lbs.
• Ability to work in extreme temperature.
• Ability to utilize communication equipment (for example: telephones, radios, etc.)
• Ability to communicate clearly and effectively with guests and other employees.
• Ability to interact with guests and other employees in a courteous, empathetic, and discreet manner.
• Ability to read and write effectively.
• Ability to sustain direct contact with the public; must establish high degree of customer service, (smile, eye contact, positive personal presentation, etc.), and high-volume interaction with guests and staff.
• Will be required to work mornings, evening, weekends, and holidays as scheduled.

Additional Job Description

Pay

Pay: $19.00 to $20.00. Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills, and job specific experience/overall experience.

Application Deadline : This job posting will be closed on August 9th, 2025.

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long-Term Disability Insurance
• Various Employee Perks and Discounts

Go Beyond @SonestaHotels WHO WE ARE

We are an organization made up of people, thoughts and ideas all working towards fulfilling our simple mission: To wow every guest, team member, partner & community we operate in by delivering quality, value & amazing hospitality .

We will achieve our mission by being passionate about exceeding expectations - by being persistent, resilient, and constantly seeking new and creative ways to succeed. Doing the Right Thing and Going Beyond are our principles that guide everything we do.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. This job description is subject to change at any time.

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.

Additional Job Information/Anticipated

Pay Range

Pay: $19.00 to $20.00. Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills, and job specific experience/overall experience.

Application Deadline : This job posting will be closed on August 9th, 2025.

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance

Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.