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PBX Telephone Operator Part-time

Posted January 13, 2022

The Condado Plaza Hilton
San Juan, PR
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About This Job


The Condado Plaza Hilton, the only hotel in San Juan overlooking the Atlantic Ocean and Condado Lagoon seeks to hire a Part-Time PBX Telephone Operator to join their Front Office team! 

The Telephone Operator is responsible for ensuring efficient communication within, to and from the hotel while maintaining attentive, courteous and efficient customer service. Answers hotel telephone and directs calls to appropriate extension or room. Clearly communicates with guests regarding hotel information (via phone, email or KIPSU), special request, wake up calls and emergencies. Contacts hotel executives and city services in case of emergency.

What will I be doing?

A Telephone Operator must perform the following tasks to the highest standards:

  • Answer calls in a proper tone and timely manner originating from external and internal source. Directs caller to appropriate extension or room. Verifies last name of guest for all room calls, utilizes the guest name at least twice during the conversation. Assists guest with directions or other required information as necessary. Directs hotel staff to assist guest, upon request. Communicates to caller in a clear and concise manner. Inputs/writes messages using proper grammar and spelling.

  • Listens and speaks clearly to extend assistance in order to resolve any challenges that may arise.

  • Provides follow-up action with guest(s) on issues by telephone to ensure complete guest satisfaction.

  • Properly handle all incoming urgent matters or emergencies for the guest and the hotel. Works with hotel management and/or security in order to calmly direct appropriate actions.

  • Appropriately documents all emergencies.

  • Maintains guest privacy at all times.

  • Assists guest in reviewing their bill over the phone.

  • Answer guest questions via KIPSU text messaging system.

  • Operate facsimile to send and receive transmissions for guests. Notify guests of receipts using computer system.

  • Call for repair and technical support of all computer based PBX equipment.

  • Comply with the established wakeup call standard.

  • Leaves guest messages and wake up calls when requested by guest or groups.

  • Provides the Telephone technician with room numbers of damage phone lines.

  • Maintains a positive communication and respectful attitude towards his/her colleagues, clients, and internal/external guests.

  • Adheres to all policies set within the Front Office Department.

  • Must be flexible to work various shift and extended hours within the front office operation, as well as assist fellow coworkers when business demands.

  • Participates in departmental communications meetings and hotel training programs.

  • Maintains a clean, neat and organized office with regards to work stations.

  • Considerable knowledge and understanding of all departments’ functionality, hotel facilities and services.

  • Calls support services as needed for 3rd party interfaces.

  • Be familiar with emergency procedures.

  • Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.

  • Maintain an open line of communication between guests, management and service staff.

  • Assist with guest requests notify the Department via the SYNERGY application and radio. Follow up with all guest request prior to His/Her end of shift.

  • Assist co-workers.

  • Assist in training team members.

  • Follows hotel standards for safety and security.

  • Perform duties incidental or related to the duties set for the above.


What will it be like to work for Hilton?


Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!








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About this Employer

The Condado Plaza Hilton

999 Ashford Avenue
San Juan, PR 00907

(800) 445-8667

572 Room Hotel

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At A Glance

Condado Plaza Hilton has a breathtaking oceanfront location near Old San Juan. Your private balcony offers views of the Atlantic Ocean and Condado Lagoon. Make use of our business center or discover our cove-like beach, pools, watersports and 24-hour fitness center. 

  • Oceanfront hotel in the heart of San Juan
  • 7 miles from Luis Muñoz Marín International Airport
  • Perfect location close to shops, beaches and attractions
  • 19 meeting rooms, outdoor areas with ocean views
  • Complimentary 24-hour fitness center
  • Kayaking, paddling, underwater reef snorkeling and more!