Guest Services Operator

At the Intercontinental St. Paul Riverfront, you’ll be part of a team that sets the standard for hospitality. Our riverfront location in vibrant downtown St. Paul creates an inspiring backdrop for delivering exceptional guest experiences – from the quick night away to business travelers, to unforgettable events and everything in between. Our team is Guest Obsessed! We’re committed to fostering a culture of collaboration, recognition and professional growth, where your passion and dedication are celebrated. Join us and help share unforgettable moments while building a career you are proud of.

Guest Services Operator

Status Hourly, Non – Exempt, Non-Union

Reports to Front Desk Manager

GENERAL PURPOSE

The Guest Service Operator (PBX Operator) serves as the central communication hub of the hotel, responsible for managing all incoming and internal calls with professionalism, efficiency, and genuine care. This role supports both guests and team members by handling requests, relaying messages, coordinating with departments, and assisting with front desk operations when needed. The position requires strong communication skills, multitasking ability, and a thorough knowledge of hotel services, while maintaining composure in a fast-paced environment and ensuring all interactions align with high guest service standards.

Essential Duties/Responsibilities

• Answer and direct all incoming calls promptly, professionally, and courteously.
• Assist guests with information requests, messages, and wake-up calls.
• Communicate guest requests and messages to appropriate departments quickly and accurately.
• Maintain a thorough knowledge of hotel facilities, services, and operating hours.
• Handle emergency calls, alarms, and security communications following hotel safety procedures.
• Monitor and maintain accurate logs of calls, messages, and incidents.
• Support the Front Office team to enhance the overall guest experience.
• Uphold brand standards and demonstrate genuine care in every guest interaction.
• Assist with Front Desk Check-In and outs when needed.
• Other duties as assigned.
  
  
  

SUPERVISORY DUTIES: None

Job Qualifications

• Previous experience in a customer service, hospitality, or switchboard role preferred.
• Excellent verbal communication and active listening skills.
• Professional phone etiquette and a calm, clear speaking voice.
• Ability to multitask in a fast-paced environment while maintaining accuracy.
• Basic computer and telephone system knowledge.
• A warm, friendly, and professional demeanor with a focus on guest satisfaction.
• Flexibility to work various shifts, including evenings, weekends and holidays.
  
  
  

PHYSICAL ENVIRONMENT:

• Work is primarily performed in an indoor office or back-of-house communications area.
• Requires sitting for extended periods while operating a telephone switchboard and computer.
• May involve light physical activity such as reaching, bending, or handling office equipment.
• Frequent use of hands and fingers to operate communication systems and input data.
• Occasional exposure to varying noise levels and busy front-of-house environments.
• Must be able to remain calm and focused during high call volumes or emergency situations.