Job Description

PBX Operator

Perched in the heart of Telluride's Mountain Village, Madeline Hotel & Residences, Auberge Collection is a luxurious alpine retreat that blends the spirit of the Rockies with Auberge's signature warmth and sophistication. Surrounded by the majestic San Juan Mountains, the resort features 83 guest rooms, suites, and 71 private residences, each offering elevated design and sweeping mountain views.

Madeline pairs unrivaled ski-in/ski-out access with curated amenities, including Crest Club, the newly debuted private ski club, a dedicated Ski Valet, the Alpine Swim Club with heated pool and outdoor lounges, a full-service spa, fitness center, and an open-air ice rink. Distinctive dining experiences include the mountain-inspired Black Iron Kitchen + Bar and the elevated aprés destination, Timber Room. Following a dramatic property-wide redesign in 2021, Madeline invites guests to experience modern mountain luxury in one of America's most iconic alpine destinations.

As a PBX Operator at Madeline Hotel & Residences, you will be the primary liaison for all internal and external communications within the hotel. Your role is crucial in ensuring that all calls are handled promptly, courteously, and directed to the appropriate departments or individuals, thereby maintaining seamless communication throughout the property.

Job Duties include:

• Respond to all incoming calls efficiently and courteously, directing them to the correct department or individual, ensuring satisfactory service and assistance.
• Accurately record and relay messages to guests and staff, ensuring timely delivery and follow-up.
• Assist guests with inquiries, providing information about hotel services, facilities, and local attractions
• Follow up with guests to ensure their requests have been met to their satisfaction and address guests' service needs in a professional, positive, and timely manner.
• Contact appropriate individuals or departments (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest calls, requests, or problems.
• Answer, record, and process all guest calls, requests, questions, or concerns.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Engage with guests during the phone conversation regarding their stay, property services, and area attractions/offerings.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Assists with monitoring and sends responses through the hotel platform via text messages within 4 minutes whenever possible.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Monitor busy or unanswered lines, check back with callers on hold to update status and offer to take a message.
• Coordinate daily amenity preparation with In Room Dining and prepare amenity cards for the following day.
• Assists in distribution of weekly VIP reports.
• Monitor amenity inventory, report low stock to the Guest Services Leaders and restock when needed.
• Maintain Lost & Found records and follow procedures in place.

Qualifications

• 1 year experience in same or similar role.
• Ability to clearly and pleasantly communicate in English, both orally and in writing.
• Ability to perform assigned duties with attention to detail.
• Ability to interact in a polite, professional, and engaging manner.
• Experience in a luxury environment is preferred.

About Auberge Collection

Auberge Collection is a portfolio of extraordinary hotels, resorts, residences and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, innovative wellbeing, and gracious yet unobtrusive service. With 30 one-of-a-kind hotels, resorts, and residences, Auberge invites guests to create unforgettable stories in some of the world's most desirable destinations.

Madeline Hotel and Residence is an Equal Opportunity Employer, M/F/D/V. Madeline Hotel and Residence Inc provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Madeline Hotel and Residence complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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