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PBX Agent / Guest Communications Agent

Rebel Hotel Company Santa Barbara, CA

Santa Barbara, CA

Today

Full time Customer Service Front Desk Guest Relations

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Job Description

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.

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