PBX Operator in Nashville, Tennessee at The Joseph Hotel - Nashville

The Joseph, a Luxury Collection Hotel, Nashville

The Joseph is an expression of modern luxury rooted in art, culture, and the warmth of true hospitality. Situated in the heart of Nashville, it offers a refined escape where thoughtful design, world-class culinary experiences, and meaningful service come together effortlessly.

The Joseph invites guests into a world that feels both elevated and deeply personal. From curated art collections and immersive dining to serene guestrooms and intimate gathering spaces, every detail is designed to create an experience of Nashville at its most refined.

Department: Front Office / Guest Services
Employment Type: Full-Time
FLSA Status: Non-Exempt, Hourly
Schedule: Flexible availability required, including mornings, evenings, weekends, and holidays

At The Joseph, exceptional hospitality begins long before a guest arrives at our Front Desk. As a PBX Operator, you are often the first voice a guest hears and an essential connection between our guests and every area of the hotel.

This position is responsible for professionally managing incoming and internal calls, responding to guest requests, providing accurate hotel information, and coordinating with departments throughout the property to ensure requests are handled seamlessly.

We are looking for someone with a natural hospitality heart, a warm and polished telephone presence, exceptional attention to detail, and the ability to anticipate guest needs while delivering the personalized service expected of The Luxury Collection, Marriott, and a Forbes-rated luxury hotel.

• Answer incoming and internal telephone calls promptly, warmly, and professionally while following established luxury service standards.
• Create a welcoming first impression through a polished, engaging, and personalized telephone presence.
• Direct calls accurately and efficiently to the appropriate guestroom, department, or team member.
• Assist guests with questions regarding hotel services, amenities, dining, spa offerings, hours of operation, transportation, and local Nashville information.
• Receive, document, and coordinate guest requests while ensuring timely follow-up and completion.
• Anticipate guest needs and identify opportunities to personalize interactions and create memorable experiences.
• Communicate guest requests and concerns promptly to Front Office, Housekeeping, Engineering, Food & Beverage, Bell/Door, Concierge, Spa, Security, and other appropriate departments.
• Follow up on guest requests when appropriate to ensure satisfaction and service completion.
• Maintain knowledge of daily hotel activities, VIP arrivals, group business, special events, restaurant and spa hours, and other important property information.
• Assist with wake-up calls, messages, guest deliveries, and other communication requests as needed.
• Accurately document guest preferences, requests, concerns, and relevant information in hotel systems.
• Handle guest concerns with empathy, professionalism, and a sense of ownership, involving leadership when appropriate.
• Maintain guest privacy and confidentiality at all times.
• Follow established procedures for emergency calls, security situations, fire alarms, medical emergencies, and other urgent communications.
• Maintain a calm and professional demeanor while managing multiple calls and requests in a fast-paced environment.
• Collaborate closely with Front Desk and other hotel departments to ensure seamless communication and exceptional guest experiences.
• Consistently demonstrate and support Forbes Travel Guide service standards and Marriott brand standards.
• Perform additional responsibilities as assigned by Front Office leadership.

• Previous PBX, Front Desk, Guest Services, Reservations, Call Center, or hospitality experience preferred.
• Experience in a luxury, Forbes-rated, Marriott, or full-service hotel environment is a plus.
• A genuine passion for hospitality and helping others.
• Exceptional telephone etiquette with a warm, polished, and professional speaking voice.
• Strong verbal and written communication skills.
• Excellent listening skills and the ability to quickly understand and respond to guest needs.
• Strong attention to detail and accuracy when documenting and communicating guest requests.
• Ability to multitask and prioritize multiple calls, requests, and responsibilities simultaneously.
• Strong problem-solving skills and a sense of ownership when addressing guest needs.
• Ability to remain composed, gracious, and professional during high-volume periods and challenging situations.
• Comfortable working with computers, hotel systems, telephone systems, and other technology.
• Knowledge of Marriott systems and hotel operations is preferred.
• Knowledge of Nashville restaurants, attractions, entertainment, and local experiences is a plus.
• Dependable, punctual, and committed to being a supportive member of the team.
• Flexible availability, including mornings, evenings, weekends, holidays, and varying shifts based on business needs.

At The Joseph and Makeready, taking care of our team is an important part of how we take care of our guests. Eligible hourly team members have access to a comprehensive collection of benefits, assistance programs, and perks, including medical, dental and vision coverage; life and AD&D insurance; short- and long-term disability coverage; voluntary hospital, accident and illness plans; and an optional legal plan.

Additional Benefits Include:

• 401(k) Retirement Plan with Company Match
• Tuition Reimbursement Program
• Paid Maternity & Paternity Leave
• Childcare Assistance Match – up to $100 per month per child or eligible disabled spouse or parent
• Student Loan Repayment Assistance – up to $150 per month
• SupportLinc Employee Assistance Program
• Opportunity to earn up to four weeks of PTO within your first year
• Additional Birthday PTO and annual Volunteer PTO
• Hotel, Restaurant, Spa & Retail Discounts at Makeready Collection and ZaZa properties
• Team Member Referral Bonuses
• Birthday & Anniversary Recognition
• Wellness Initiatives
• Culture Council participation
• Team Member Recognition with Rewards
• Pet Insurance available for purchase

Benefit eligibility, enrollment requirements, PTO usage, company contributions, and other program terms are subject to applicable Makeready plan documents and guidelines.

At The Joseph, luxury is more than beautiful surroundings—it is found in the details, the relationships we build, and the way we make people feel.

We seek individuals who naturally possess a hospitality heart, take pride in their work, appreciate the importance of teamwork, and genuinely enjoy helping others. As a PBX Operator, your voice becomes an extension of The Joseph experience, providing reassurance, assistance, and thoughtful service with every interaction.

Makeready LLC is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and providing equal employment opportunities to all applicants and team members without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.

We believe diverse perspectives, backgrounds, and experiences strengthen our teams and enhance the hospitality we provide to our guests.