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About the Role
The PBX Operator will manage all incoming and outgoing hotel communications, serving as the discreet voice of Elysée New York on every call. This role answers and routes calls, relays guest messages accurately, and handles wake-up calls and emergency communications, all while providing hotel information and services with warmth and discretion. The position requires adherence to Leading Quality Assurance standards and a flexible schedule, including willingness to work beyond scheduled hours.
Responsibilities
- Serve as the first voice and ambassador of Elysée New York.
- Answer and route all incoming and outgoing calls professionally, efficiently, and with genuine warmth.
- Take and relay guest messages accurately and promptly.
- Provide accurate hotel information and services to callers.
- Handle wake-up call requests precisely.
- Tend to all guest requests and text messages using the KYC tool.
- Protect guest privacy at all times.
- Handle emergency communications calmly and accurately, following hotel emergency procedures.
- Maintain composure and clear judgment under pressure.
- Coordinate continuously with Front Desk, Bell Services, Housekeeping, Engineering, and other departments.
- Communicate clearly and discreetly with the Front Office team over the Relay to manage call flow and guest hand-offs.
- Ensure all guest and internal requests are followed up on and resolved in a timely manner using the KYC tool.
- Alert the Front Office Manager or Assistant Front Office Manager promptly to any guest concern, system issue, or situation requiring escalation.
- Uphold Leading Quality Assurance and Elysée New York service standards on every call.
- Maintain strict confidentiality of guest information at all times.
- Participate in ongoing training and coaching.
- Adapt quickly and professionally to new systems, procedures, or an ever-changing work environment.
Requirements
- Exceptional verbal communication skills with a clear, professional, and welcoming phone presence.
- Strong attention to detail and ability to multi-task across simultaneous calls and requests without sacrificing accuracy.
- Sound judgment, discretion, and composure, particularly during emergencies or high-volume periods.
- Ability to learn new systems and procedures quickly in an ever-changing work environment.
- Working knowledge of hotel telephone, paging, and reservation systems, or the ability to learn new systems quickly.
- Minimum two years of guest-service or call-handling experience within a luxury hotel environment.
- Demonstrated experience delivering personalized, high-touch guest service.
- Ability and willingness to work a flexible schedule, including beyond scheduled hours, weekends, and holidays.
- Experience within the New York City luxury hospitality market.
- Familiarity with PBX, telephone, or paging systems, or a comparable communications platform.
Skills
- Verbal communication
- Attention to detail
- Multi-tasking
- Judgment
- Discretion
- Composure
- Adaptability
- Learning agility
- Guest service
- Call handling
Location
- Midtown Manhattan
Work Type
- Full-time
Experience Level
- Minimum two years of guest-service or call-handling experience within a luxury hotel environment
Education Level
- High school diploma or equivalent required
Benefits
- Competitive salary
- Benefits package
- 401(k) eligibility
- Professional development opportunities
- Hotel travel benefits
About the Company
- Elysée New York is an intimate luxury boutique hotel in Midtown Manhattan.
- The hotel blends the elegance of a historic New York residence with the warmth and cultural spirit of a European luxury hotel.
- Elysée New York by Wunderkind Hotels is managed by Crescent Hotels & Resorts, a leading North American hospitality management company.
Equal Opportunity
- Elysée New York Hotel, managed by Crescent Hotels & Resorts, is an Equal Opportunity Employer, including Protected Veterans and Individuals with Disabilities.
- This employer is required to notify all applicants of their rights pursuant to federal employment laws.
- For further information, please review the applicable Know Your Rights notice from the United States Department of Labor.