B. F. Saul Company

Manages business-class hotels under major brands

PBX Operator

Hotel Guest ServicesConfirmed live in the last 24 hours

Full-timeTysons, VA, USAIn-person

About the Job

Requirements

A high school diploma, GED, or equivalent experience is required.
Must be customer focused, pay attention to details, and work well with others.
Must be able to perform job duties in a repetitious and fast-paced environment.
Must utilize guest service skills to enhance the museum experience and meet the needs of museum guests with a positive attitude.
Must be able to multitask and be self-motivated.
Must be willing to work a flexible schedule that includes nights, weekends, holidays, and special events.
Must be able to lift, push, and pull up to 50 pounds on a regular basis throughout the shift.
Must be able to stand, stoop, and bend for long periods of time.
Must be able to complete physically demanding responsibilities such as walking, standing, carrying, and lifting continuously throughout the shift.

Responsibilities

Answer incoming calls promptly using polished, personalized language aligned with Forbes standards.
Anticipate guest needs by listening actively and offering tailored solutions beyond the stated request.
Address guests by name whenever possible to create personalized interactions.
Handle guest inquiries, requests, and concerns with urgency, empathy, and professionalism.
Route calls accurately and efficiently as the hotel's central communication hub.
Manage wake-up calls precisely and maintain accurate records of messages and guest requests.
Coordinate with Front Office, Housekeeping, Engineering, and Food & Beverage to fulfill guest needs.
Communicate VIP arrivals, special requests, and service recovery opportunities proactively.
Support Front Office operations during peak demand while maintaining service excellence.
Manage and facilitate reservations for Wren and The Naisho Room accurately.
Maintain knowledge of each restaurant outlet's concept, ambiance, menu highlights, dress expectations, operating hours, and guest experiences.
Help guests select dining times based on their preferences while optimizing restaurant flow and availability.
Use reservation systems and internal tools to input, modify, and confirm dining reservations.
Capture and communicate guest details, including special occasions, dietary restrictions, VIP status, and seating preferences.
Coordinate with restaurant leadership regarding VIP reservations, special requests, and service recovery opportunities.
Suggest dining experiences proactively and upsell authentically when appropriate.
Confirm reservations clearly with guests, including date, time, location, and special instructions.
Contribute to guest satisfaction by delivering consistent, high-quality interactions.
Identify service gaps in real time and resolve or escalate them appropriately.
Incorporate guest feedback into daily service delivery.
Serve as a calm communication point during emergencies, follow safety protocols, and escalate urgent situations immediately while ensuring accurate cross-department communication.
Maintain confidentiality of guest and hotel information.
Stay informed about hotel services, local attractions, and operational updates to provide accurate information.

Desired Qualifications

At least one year of experience in luxury hospitality, PBX, guest services, or reservations is preferred.

Salary Range: 24 to 24.5 (Currency: USD) (Pay period: per-hour-wage)

B. F. Saul Company Hospitality Group is a subsidiary of the largest private real estate company in the Washington, D.C. area, and has been in operation for over 130 years. The Hospitality Group operates a portfolio of more than 20 business class hotels with top brands from Intercontinental Hotel Groups, Marriott International, Hilton, and Best Western Hotels: along with The Watermark Hotel, The Hay-Adams Hotel, and Perch Putt. These properties are operated by a team of more than 1,000 enthusiastic hospitality professionals!

The PBX Operator is the voice of the hotel and a critical ambassador of the guest experience. This role delivers refined, anticipatory service through all guest communications, ensuring every interaction reflects Forbes-level standards of professionalism, warmth, and personalization.

The PBX Operator serves as the central communication hub of the hotel, seamlessly connecting guests to services while proactively identifying opportunities to enhance satisfaction, as measured through Medallia and guest feedback platforms.

Responsibilities

Luxury Communication & Guest Engagement

Answer all incoming calls promptly using refined, polished, and personalized language aligned with Forbes standards.
Anticipate guest needs by listening actively and offering thoughtful, tailored solutions beyond the stated request.
Address guests by name whenever possible, creating a personalized and memorable interaction.
Handle all guest inquiries, requests, and concerns with urgency, empathy, and professionalism.

Call Management Excellence

Operate as the central communication hub, routing calls accurately and efficiently.
Manage wake-up calls with precision, ensuring timely execution without error.
Maintain clear, detailed, and accurate records of messages and guest requests.

Cross Department Collaboration

Coordinate seamlessly with Front Office, Housekeeping, Engineering, and Food & Beverage to fulfill guest needs.
Communicate VIP arrivals, special requests, and service recovery opportunities proactively.
Support Front Office operations during peak demand while maintaining service excellence.

Food & Beverage Reservations (Wren & The Naisho Room)

Serve as an extension of the Food & Beverage experience by managing and facilitating reservations for Wren and The Naisho Room with accuracy and attention to detail.
Demonstrate thorough knowledge of each outlet, including concept, ambiance, menu highlights, dress expectations, hours of operation, and unique guest experiences.
Assist guests in selecting dining times that align with their preferences while optimizing restaurant flow and availability.
Utilize reservation systems and internal tools to accurately input, modify, and confirm dining reservations.
Capture and communicate all relevant guest details including special occasions, dietary restrictions, VIP status, and seating preferences.
Coordinate closely with restaurant leadership to communicate VIP reservations, special requests, and service recovery opportunities.
Provide anticipatory service by proactively suggesting dining experiences when appropriate (upselling with authenticity and confidence).
Ensure all reservations are confirmed clearly with guests, including date, time, location, and any special instructions.

Medallia & Service Recovery Focus

Actively contribute to improving guest satisfaction scores by delivering consistent, high-quality interactions.
Identify service gaps in real time and take ownership to resolve or escalate appropriately.
Support a culture of continuous improvement by incorporating guest feedback into daily service delivery.

Emergency & Safety Leadership

Serve as a calm, confident communication point during emergencies, following all safety protocols.
Escalate urgent situations immediately and ensure accurate communication across departments.

Operational Excellence

Maintain complete confidentiality of guest and hotel information at all times.
Demonstrate professionalism and composure in a high-volume, fast-paced environment.
Stay informed of hotel services, local attractions, and operational updates to provide accurate information.

Qualifications

Education: High school diploma/GED or equivalent experience required.

Experience/Knowledge/Skills/Abilities: · Must be customer focused, pay attention to details, and work well with others.

Minimum one year in luxury hospitality, PBX, guest services, or reservations preferred

Must be able to perform job duties in a repetitious and fast paced environment.

Must utilize excellent guest service skills to enhance the museum experience and meet the needs of museum guests with a positive attitude

Must be able to multi-task and be self-motivated

Must be willing to work a flexible schedule that includes nights, weekends, holidays and special events

Physical: Ability to lift, push and pull up to 50 pounds on a regular basis throughout shift

Standing, stooping, and bending for long periods of time

Requires ability to complete physically demanding responsibilities such as walking, standing, carrying, and lifting continuously throughout the shift.

B. F. Saul Company Hospitality Group is proud to be an equal opportunity workplace dedicated to pursuing and hiring diverse professionals.

Equal Opportunity Employer/Veterans/Disabled

The actual base pay offered is determined by several variables, including, as appropriate, the applicant's qualifications for the position, years of relevant experience, distinctive skills, level of education attained, certifications or other professional licenses held. Base pay is one component of B. F. Saul Company & Affiliates total compensation package, which also includes access to or eligibility for healthcare benefits, a 401(k) plan, short-term and long-term disability coverage, basic life insurance, bonus plans and more.

B. F. Saul Company Hospitality Group is proud to be an equal opportunity workplace dedicated to pursuing and hiring diverse professionals.

Equal Opportunity Employer/Veterans/Disabled

About the Company

B. F. Saul Company

Manages business-class hotels under major brands

The B.F. Saul Company Hospitality Group owns and runs a collection of business-class hotels under well-known brands such as Intercontinental, Marriott, Leading Hotels of the World, Best Western, and Hilton. It operates branded hotels with centralized standards and service, delivering consistent guest experiences and revenue from rooms, events, dining, and recreation. Backed by the parent B.F. Saul Company, a large private real estate and banking firm, it relies on financial stability and brand partnerships to attract business travelers and conferences. Its goal is to provide high-quality, reliable lodging for professionals and events while growing revenue and maintaining financial strength.

Company size: 51-200
Company stage: Not listed
Total funding: Not listed
Headquarters: Bethesda, MD
Founded: 1892

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