PBX operators answer telephones and route incoming calls to appropriate departments. They may accept reservations and perform light clerical duties as well. Operators also deal with internal resort communication, so they may take care of wake-up calls and message taking for guests.

The phone systems in use at most resorts are similar, so experience at one location is easily transferable to another.

Historically, PBX operator jobs became popular when telephones were introduced to businesses. In the 20s calls were taken and manually exchanged or transferred through large switchboards. In the 60’s the manual function of transferring calls was phased out for an electric telephone line transfer. Now, businesses use computer-operated systems such as VoIP, which is becoming more and more common. These new computer systems allow for more functions and efficiency by one person and while originally PBX operators were used for large and medium businesses (including hotels and resorts to name a few), they are now being used more and more by smaller business operations as well.

There is some competition for fully computer-operated PBX systems, which some resorts and lodges do use. However, the skills and ability of a human operator to take a message or take note of a specific detail, still largely outweighs the cost efficiency of computers. Additionally, many resorts and lodges like to employ people to take messages and perform wake up calls because it is more personal from a customer service standpoint. Some will have PBX computer operated systems in use when operators are not standing by, however, many facilities employ staff to work night shifts so this isn’t the case. There is some discrepancy on whether or not resorts and lodges as a whole are moving toward computer-operated systems or if they will stay with live operators.

Application Requirements

Because most accommodation businesses use a person to operate PBX functions, and this is a customer service position, so staff must speak clear English. They must be knowledgeable in the function of the computer system, be detail oriented, diligent, and organized.

Although experience in using a PBX operating system will improve your chances for hire, there are a lot of instances where on-the-job training is provided. Typing or computer skills are helpful, and customer service, communication, and phone skills are also required.

Salary

The average salary for a PBX operator is $29,000. Those who don’t work on salary are usually paid a minimum hourly wage at an average of $9.50-$13.75. Both full-time and part-time shifts are available.

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