PBX Operator (Full-Time) in Escondido, CA at Marriott Vacations Worldwide

Date Posted: 11/11/2021

Job Snapshot

Job Description


By adhering to Welk Resort’s Signature Guest Engagement service standards, the PBX Operator will answer all telephone lines in a friendly, courteous and efficient manner; assist callers by transferring all calls to the appropriate extension; and provide any additional information requested by the caller.

Essential Duties and Responsibilities (other duties may be assigned):

Resort Wide:

  • Consistently follow the Signature Guest Engagement service standards at all times.
  • Follow all company and department policies and procedures.
  • Attend safety meetings, keep the workplace in safe condition, and work in a safe manner.
  • Adhere to attendance policy and report to workstation at scheduled start time.
  • Propose ideas or find ways to improve services, systems, and/or procedures.


  • Maintain a neatly groomed appearance that is in compliance with the Welk Resorts standards.
  • Answer phones within three rings in a positive uplifting voice, using the correct salutation.
  • Check in with the department manager or supervisor to ascertain any special needs or events for the day.
  • Cooperate with coworkers and management.
  • Work to resolve conflicts with other associates, or see a manager if resolution is not possible.
  • Assist other WRSD associates if necessary and appropriate.
  • Be able to use the basic functions of Front Office computer programs including but not limited to Timeshare Ware, HotSOS, Saflock, and Microsoft Outlook and Word.
  • Be knowledgeable and provide information regarding hotel facilities, hours of operation, key personnel, special activities and functions in the resort as requested.
  • Provide directions to the resort from any location as requested.
    • Handle all telephone calls and ensure that prompt courteous service is provided.
    • During winter, may be required to greet callers by saying Happy Holidays.
    • Be familiar with all departments and with key associates in each department in order to handle calls efficiently.
  • Perform all duties listed on the shift checklist and inform department manager of any duties that are not clearly understood.
    • Complete all duties on the shift checklist, and inform department supervisor or manager immediately if any items on the checklist cannot be completed during the shift.
    • Utilize the computer system in retrieving, updating and inputting guest information.
    • Answer the telephones professionally and courteously, including transferring and routing misdirected calls and taking messages.
  • Accurately keep track of all mail, packages and/or faxes, and contact guests when needed.
  • Receive bellmen requests and convey information to bellmen, use HotSOS system to create, update and complete Bell calls. Follow-up with bellmen in regards to transfers and ensure that transfers are completed in TimeShareWare.
    • Enter data from guest registration cards. Accurately file completed registration cards and charge receipts.
  • Update and keep track of multiple phone lists in Excel.
  • Read all departmental memos and inform supervisor or manager of any information that is not clearly understood.
  • Report to the supervisor any supplies that are needed or any safety concerns that need to be addressed.
  • Alert the following shift of any duties that have not been completed or of any pertinent information regarding special situations.
    • Perform other tasks as assigned by department supervisor or manager.

Education and/or Experience:

High school diploma or general education degree (GED); three to six months related experience and/or training; or equivalent combination of education and experience.

Welk Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.