What Do PBX Operators Do at Hotels?

PBX operators are often the first voice you hear when contacting a hotel. A PBX operator's job is to answer a hotel's telephone line and transfer the caller to the appropriate destination.

History

PBX operators are related to switchboard operators. On switchboards, an operator had to manually connect a caller to their destination. With the advent of PBX, which stands for private branch exchange, a company could house multiple telephone lines in one private system.

Function

Although an automated PBX service is available, many hotels still employ operators to give a personal touch to incoming calls. These operators may also answer brief questions and provide value-added services for the hotel. Services include taking and providing wake up calls and acting as an intermediary between guests and housekeeping.

Misconceptions

Many people mistakenly believe PBX operators synonymous with Front Desk agents. While PBX is a natural extension of the Front Desk, it also encompasses all hotel departments. The PBX operator must communicate continuously with all departments. The PBX room is often near the Front Desk, but in a secluded room without the distraction of noise.

Benefits

A hotel benefits from an PBX operator because it can filter all phone calls. The presence of a PBX operator automatically reduces the call volume for all departments, because the PBX operator can answer certain simple questions directly, without forwarding a caller.

Locations

Due to the cost of employment, PBX operators are only found in more upscale hotels. These hotels are usually rate in four- or five-star range, which require an emphasis on personalized customer service.