Agent, PBX (Bozeman, MT) 
(20850)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

Job Summary

The Agent, PBX is responsible for managing all incoming and outgoing telephone communications for the resort, ensuring calls are handled promptly, professionally, and accurately. The PBX Agent serves as a key communication link between guests, colleagues, and hotel departments by directing calls, providing accurate information, handling guest requests, and maintaining effective communication throughout the property. The Agent, PBX must have excellent knowledge of the resort, its departments, services, amenities, activities, and operating procedures in order to provide accurate and efficient assistance to guests and colleagues. This position is also responsible for handling wake-up calls, following emergency telephone procedures, maintaining current telephone directories and extension information, and ensuring all PBX standards and procedures are consistently followed.

The position may require occasional overnight shifts to ensure continuous coverage of incoming calls and after-hours guest needs.

This position is based in Bozeman, Montana.

Key Duties & Responsibilities

Professional Development

• Carry out all assigned tasks with honesty, transparency, and integrity.
• Maintain polite, professional, and respectful relationships with guests and colleagues.
• Demonstrate clear, effective, and professional verbal communication.
• Maintain a supportive and collaborative team environment.
• Attend pre-shift briefings and departmental meetings as required.
• Participate in training and onboarding of new employees when requested.
• Maintain flexibility in scheduling to support operational requirements, including nights, weekends, and holidays.

Brand and Service Standards

• Act as a One&Only brand ambassador at all times.
• Adhere to company ethics and anti-bribery policies.
• Understand, instill, and demonstrate the Company Philosophy.
• Ensure compliance with all brand standards, LQA and Forbes standards, quality standards, and SOPs applicable to the position.
• Maintain workplace discipline in accordance with company philosophy, policies, and procedures.
• Maintain guest confidentiality and privacy at all times.
• Follow all company grooming and professional appearance standards.
• Maintain a clean, organized, and professional PBX work environment.

PBX / Telephone Operations

• Manage all incoming internal and external telephone calls promptly, efficiently, and professionally.
• Answer calls using the established resort telephone greeting and service standards.
• Direct calls to the appropriate department, colleague, or extension while ensuring accurate and efficient call handling.
• Handle guest inquiries, requests, and complaints received by telephone with professionalism, courtesy, and a service-oriented approach.
• Provide accurate information regarding resort services, amenities, activities, outlets, operating hours, and general resort information.
• Maintain comprehensive knowledge of room categories, property locations, departments, services, activities, and amenities.
• Maintain current knowledge of all department extension numbers, direct lines, fax numbers, and key contact information.
• Regularly update telephone directories and communicate changes to the appropriate departments.
• Accurately take and relay messages when the requested colleague or department is unavailable.
• Communicate guest feedback, requests, and concerns to the appropriate department or colleague in a timely manner.
• Carry out guest wake-up calls according to established procedures and service standards.
• Handle after-hours calls and requests professionally and efficiently during overnight shifts.
• Follow all established procedures for emergency calls and hotel emergency situations.
• Immediately notify the appropriate department or manager of emergencies or urgent guest situations.
• Maintain accurate records or logs of calls and incidents when required.
• Ensure all PBX equipment and telephone systems are used correctly and report any technical issues promptly.
• Maintain effective communication with all hotel departments to ensure guest requests and information are relayed accurately.
• Assist with Private Dining calls and orders when required and in accordance with established standards.
• Ensure that all telephone procedures, call-handling standards, and departmental SOPs are consistently followed.
• Maintain a calm, professional, and courteous demeanor during high-volume periods and challenging guest interactions.
• Protect guest information and maintain confidentiality in all telephone communications.

Other

• Perform additional duties as assigned by the Manager, Connectivity or other members of management 

Skills, Experience, & Education Requirements

• Previous experience as a PBX Operator, Telephone Operator, Receptionist, Guest Services Agent, or similar hotel position is preferred.
• Minimum of 2 years of experience in a luxury or five-star hotel environment preferred.
• Previous experience working with hotel PBX telephone systems is required.
• Knowledge of Opera and basic Microsoft Office applications is preferred.
• Strong verbal communication and active listening skills.
• Excellent customer service and interpersonal skills.
• Ability to remain calm, professional, and courteous under pressure.
• Strong attention to detail and ability to accurately relay information.
• Ability to multitask and prioritize incoming calls and guest requests in a fast-paced environment.
• Extensive knowledge of the resort, surrounding area, and local points of interest preferred.

Benefits

• Winter season includes complimentary ski pass to Big Sky Resort based on availability or fitness reimbursement credit
• Subsidized housing based on availability
• Complimentary transportation to/from resort
• Uniform provided & complimentary laundering
• Complimentary meal per shift
• Discounts at F&B, Retail, and Wellness offerings on property
• Discounts at Kerzner properties worldwide ($100 to $200 per night)

Physical Requirements

The ideal candidate must be able to perform all physical requirements of the job in a safe manner, with or without reasonable accommodation. Physical requirements include, but are not limited to:   

• Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods
• Frequent bending, twisting, stooping, reaching, and pulling
• Lifting and carrying of loads weighing up to 30 pounds
• Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.    

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.