The Phone / PBX Operator & Reservations Attendant is a hybrid classification responsible for operating the property’s telephone (PBX) system and processing guest reservations in accordance with established procedures, service standards, and the Collective Bargaining Agreement. The position supports efficient hotel operations by providing accurate information, professional guest service, and timely communication across departments.

KEY RESPONSABILITIES

PBX / Telephone Operations

- Answer incoming telephone calls through the PBX system in a courteous and professional manner
- Transfer calls accurately to the appropriate department or employee
- Take, record, and relay guest messages in accordance with established procedures
- Provide general information regarding hotel services, amenities, hours of operation, and directions
- Respond to guest inquiries and requests within the scope of the position and refer matters requiring further action to the appropriate department
- Follow established emergency, safety, and security communication protocols

Reservations Functions

- Receive and process individual guest reservations, modifications, and cancellations via telephone and other approved channels
- Enter and maintain accurate reservation details in the property management system (PMS)
- Provide information regarding room availability, rates, packages, and hotel policies in accordance with approved guidelines
- Record guest preferences and special requests accurately




- Promote room categories and hotel services in accordance with established sales practices and training

General Responsibilities

- Maintain confidentiality of guest, employee, and hotel information
- Communicate effectively with Front Desk, Housekeeping, Sales, and other departments to support hotel operations
- Complete assigned logs, reports, and documentation related to PBX and reservations duties

ARE YOU QUALIFIED?

- Previous experience in hotel PBX, reservations, front office, or related hospitality roles preferred
- Familiarity with PBX systems and property management systems (PMS) is an asset
- Clear verbal communication skills and professional telephone etiquette
- Basic computer skills
- Ability to work cooperatively in a unionized environment

Working Conditions

- Hybrid role with duties assigned between PBX and reservations based on operational requirements
- Shifts may include days, evenings, weekends, and statutory holidays
- Periods of high call volume may occur

WHAT’S IN IT FOR YOU?

- Free in office parking
- Company-matched RRSP contributions
- Paid vacation eligibility
- Regular team appreciation events
- Team member discounts with Choice Hotels
- Room to grow – we believe in promoting from within wherever possible!

Job Types: Full-time, Permanent

Pay: $27.31 per hour

Experience:

- Hotel: 1 year (required)
- Reservation Management: 1 year (required)
- Opera Cloud: 1 year (required)

Work Location: In person

📌 PBX / Res Attendant (Richmond)
🏢 Radisson Blu Vancouver Airport
📍 Richmond