PBX Agent / Guest Communications Agent

PBX Agent / Guest Communications Agent provides central phone communications and guest request coordination for El Encanto, supporting seamless front office and guest experience operations onsite in Santa Barbara.

Responsibilities

• Answer incoming guest and external telephone calls promptly and warmly, following El Encanto luxury service standards.
• Create a personalized, welcoming experience using refined language, active listening, and thoughtful engagement.
• Anticipate guest needs, clarify requests, and provide accurate information on hotel services, amenities, dining, spa, transportation, local experiences, and general property information.
• Direct and/or document Lost & Found inquiries and route them to the appropriate department for timely follow-up.
• Connect callers efficiently to the appropriate guest, department, or team member while maintaining professionalism and discretion.
• Handle routine questions and concerns, escalating complex or sensitive matters to leadership as appropriate.
• Identify opportunities to personalize the guest experience and communicate relevant preferences, requests, and special occasions to the appropriate departments.
• Remain composed during high-volume periods, complex requests, and sensitive guest interactions.
• Receive, document, dispatch, and follow through on guest requests to support timely and accurate completion.
• Coordinate closely with Front Office, Concierge, Housekeeping, Engineering, Food & Beverage, Spa, Security, and other departments to facilitate seamless service.
• Use applicable guest communication and hotel systems to document requests, update status, and support departmental accountability.
• Follow up on outstanding guest requests when appropriate to confirm completion and guest satisfaction.
• Communicate urgent or time-sensitive requests immediately to the responsible department and escalate unresolved matters as needed.
• Take ownership of guest concerns received by telephone: document details and coordinate appropriate follow-up with the responsible department or leader.
• Recognize urgent service recovery situations and escalate immediately to the appropriate leader.
• Maintain awareness of daily hotel operations, including VIPs, special events, group activity, service updates, outlet hours, and other information needed to assist guests accurately.
• Support internal communication by routing information clearly, accurately, and with appropriate urgency.
• Maintain professional telephone etiquette and appropriate call-handling standards at all times.
• Accurately transfer calls, take and relay messages, and provide information while protecting guest and company confidentiality.
• Protect guest privacy by following established procedures before confirming whether a guest is staying at the hotel, providing room information, or connecting external callers to guestrooms.
• Never disclose guest room numbers or confidential stay information to unauthorized callers.
• Follow established procedures for handling suspicious, threatening, or inappropriate calls.
• Respect and properly manage guest privacy preferences, including Do Not Disturb, call screening, and other communication instructions.
• Document and communicate special call-handling instructions when appropriate.
• Monitor internal communication channels and respond promptly to operational requests.
• Maintain accurate knowledge of hotel extensions, departmental contacts, leadership contacts, and emergency communication procedures.
• Assist with wake-up calls and other guest communication services in accordance with established hotel procedures.
• Report telephone, communication-system, or technology issues promptly and coordinate appropriate follow-up.
• Ensure the PBX and communications workspace remains organized, professional, and prepared for seamless shift transitions.
• Serve as a primary communications point during emergencies, including medical incidents, fire alarms, security situations, evacuations, and other critical events.
• Follow established emergency notification and escalation procedures, including contacting Security, leadership, or emergency services when required.
• Maintain calm, clear, and accurate communication during emergency situations.
• Review daily operational information at the beginning of each shift, including VIP activity, events, guest alerts, and relevant departmental updates.
• Maintain clear communication with incoming and outgoing team members to ensure continuity of service.
• Document outstanding requests, unresolved matters, and important operational information for effective shift handoff.
• Build strong working relationships across departments and contribute to a collaborative, solutions-oriented environment.
• Support Front Office and Guest Experience operations as business needs require.
• Participate in departmental meetings, service training, and property-wide initiatives.

Requirements

• Exceptional verbal communication skills with a warm, polished, professional telephone presence.
• Intuitive, personalized service aligned with luxury hospitality expectations.
• Discretion, sound judgment, and emotional intelligence when handling confidential, sensitive, or challenging situations.
• Attentive listening and ability to communicate information accurately, clearly, and efficiently.
• Capacity to balance multiple calls and requests while maintaining composure and attention to detail.
• Strong sense of urgency and ownership from initial guest request through completion.
• Ability to build productive relationships across departments and communicate effectively with guests and colleagues.
• Adaptability and solutions-oriented mindset in a fast-paced, frequently changing environment.
• Strong knowledge of hotel services, amenities, operating hours, events, and guest-facing experiences.
• Confidence learning and using applicable telephone, communication, guest request, and hotel operating systems.
• Reliable attendance, punctuality, and flexibility based on hotel business needs.
• Professional grooming, presentation, and conduct consistent with El Encanto standards.

Scope and Purpose

• Serves as the central point of communication for El Encanto, delivering warm, polished, and intuitive service to guests, callers, and colleagues.
• Manages incoming and internal communications, connects callers to the appropriate departments and resources, coordinates guest requests, and ensures information is accurate and followed through.
• Functions as an extension of Front Office and Guest Experience teams to support seamless operations and highly personalized service throughout the guest journey.