PBX Operator at Zachry – San Antonio, Texas

Who We Are

Based in San Antonio, Texas, Zachry Hotels is a proven leader in the development, management and ownership of hospitality assets. At Zachry Hotels, we are passionate about hospitality and surround ourselves with team members who share that same passion. Our tenure in the hospitality and hotel industry has provided us the knowledge and key relationships for success in hotel management, operation, and development. We take care of our clients, business partners and each other as family, within a culture of service and accountability, where we do the right thing because it is the right thing to do.

Together We Can Do Great Things® Every Person Matters® This Is More Than A Job®

Position Overview

The Front Office PBX Operator is responsible for managing all internal and external hotel communications through the PBX/switchboard system. This role answers and directs calls, assists guests with information and requests, monitors emergency systems, and supports smooth communication between hotel departments. The Front Office PBX Operator plays a crucial part in ensuring a positive guest experience and maintaining efficient communication in a full-service hotel environment.

What You'll Do

Telephone & Communication Management

• Answer all incoming guest calls promptly, professionally, and courteously.
• Direct calls to appropriate departments, extensions, or voicemail.
• Assist guests with hotel information, facility hours, directions, and general inquiries.
• Handle wake-up call requests and ensure timely and accurate delivery.
• Manage internal communication between hotel departments to support smooth operations.

Guest Service & Support

• Respond to guest requests for services such as maintenance, housekeeping, amenities, and transportation.
• Document guest requests accurately and ensure proper follow-up with responsible departments.
• Provide concierge-style assistance including dining recommendations, directions, and local insights.
• Maintain high guest service standards, even in high-call-volume situations.

Emergency & Safety Responsibilities

• Monitor emergency communication systems including alarms, security lines, and fire panels.
• Follow hotel emergency procedures, including contacting first responders and management.
• Serve as a central communication point during emergencies, ensuring accurate and timely information flow.
• Maintain logs of incidents and emergency-related communication.

Operational Efficiency

• Maintain an organized and quiet workspace to support effective call handling.
• Assist with lost and found documentation, package handling, and guest messages.
• Coordinate with Front Office, Housekeeping, Engineering, and Security to ensure timely responses.
• Log maintenance issues reported by guests or employees and forward to the correct department.

Administrative Responsibilities

• Update internal phone directories, department contacts, and communication sheets.
• Keep accurate records of wake-up calls, guest messages, and special requests.
• Assist with printing reports, communicating shift updates, and supporting front office operations.
• Maintain confidentiality of guest and hotel information at all times.

Additional Responsibilities

• Participate in departmental meetings and training sessions.
• Assist with lobby or front desk guest service when necessary.
• Perform other duties as assigned to support Front Office operations.
• Maintain reliable and consistent attendance as an essential function of the role.

What You'll Bring

Required Education & Experience

• High School Diploma or equivalent required.

Preferred Education & Experience

• Previous hotel or customer service experience preferred.
• Experience as a PBX operator, call center agent, or switchboard operator preferred.
• Familiarity with hotel operations and Property Management Systems (PMS) preferred.
• Hospitality coursework or communication training preferred.

Required Skills and Abilities

• Excellent verbal communication and phone etiquette.
• Ability to communicate in Spanish preferred.
• Ability to multitask, prioritize, and remain calm in high-pressure situations.
• Strong attention to detail and accuracy in documentation.
• Ability to use PBX systems, computers, and communication software.
• Strong problem-solving skills and ability to coordinate with multiple departments.
• Ability to sit for extended periods of time and handle repetitive tasks.

Other Qualifications

• Must be able to work flexible hours including evenings, weekends, and holidays.
• Professional appearance and adherence to grooming standards.
• Strong commitment to confidentiality, guest service, and teamwork.

Zachry Hotels offers an industry leading benefits package for our employees and their families.

• Medical, Dental, Vision and Life Insurance
• 401K, Paid Leave and Bonus Program
• Company-paid short-term and long-term disability insurance
• Employee assistance program
• Tuition Reimbursement
• And many more

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

Notice to Staffing Agencies

Zachry Hotels (Zachry) will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Zachry, including unsolicited resumes sent to a Zachry mailing address or email address, directly to Zachry employees, or to Zachry's resume database will be considered Zachry property. Zachry will not pay a fee for any placement resulting from the receipt of an unsolicited resume. Zachry will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. Agencies must obtain advance written approval from Zachry's recruiting function to submit resumes, and then only in conjunction with a valid, fully executed contract for service and in response to a specific job opening. Zachry will not pay a fee to any Agency that does not have such an agreement in place. Agency agreements will only be valid if in writing and signed by Zachry's Human Resources Representative or his/her designee. No other Zachry employee is authorized to bind Zachry to any agreement regarding placement of candidates by Agency.