PBX Supervisor

Overview

Come join Team Atlantis! Become part of a dynamic team at one of the premier destinations in the hospitality and gaming industry. The PBX Supervisor is responsible for overseeing and supporting the daily operations of the PBX department to ensure seamless communication and exceptional service for internal and external guests. This role requires a strong understanding of luxury service standards, including Forbes Travel Guide standards, to maintain and enhance the guest experience.

Shift Varies

Responsibilities

• Supervise daily operations of the PBX department, ensuring all communication systems function optimally.
• Assist in managing the internal switchboard system and ensuring prompt, professional handling of calls and messages.
• Support the development and implementation of protocols for managing guest inquiries, wake-up calls, and emergency situations.
• Train and mentor PBX staff to deliver exceptional service, adhering to Forbes Travel Guide standards.
• Monitor call quality and service metrics to ensure a luxury experience for guests.
• Address guest complaints or service issues with professionalism and efficiency.
• Assist in recruiting, training, and evaluating PBX operators to maintain a high-performing team.
• Foster a collaborative, service-oriented culture aligned with the Atlantis brand values.
• Assist in creating and implementing schedules to ensure adequate staffing at all times.
• Ensure compliance with Forbes service standards and other luxury hospitality guidelines.
• Maintain compliance with all safety protocols and communication regulations.
• Collaborate with IT and engineering teams to ensure PBX systems remain operational and up-to-date.
• Assist in troubleshooting system issues and coordinating repairs or upgrades as necessary.
• Prepare reports on call volume, service efficiency, and guest feedback as needed.
• Use data to identify trends and recommend improvements to processes or systems.
• Other duties as assigned by management.

While performing the duties of this job, the employee may be required to stand; walk; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel crouch or crawl; talk, and hear.  The employee may occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.

Qualifications

• Minimum 2-3 years of experience in a PBX or telecommunications role, with at least 1 year in a supervisory or leadership capacity.
• Previous experience in a luxury hotel, casino, or resort environment preferred.
• Familiarity with Forbes Travel Guide standards and luxury service protocols.
• Strong communication and interpersonal skills.
• Proficiency in PBX systems and related technology.
• Excellent problem-solving and decision-making abilities.
• Ability to work effectively in a fast-paced, high-pressure environment.
• Proven leadership skills with a focus on staff development and motivation.
• Detail-oriented with a passion for exceeding guest expectations.

***Must adhere to all appearance standards, including but not limited to no "visible" tattoos/piercings or unnatural hair and nail colors. ***

Atlantis Casino Resort Spa fosters a team working environment and an environment that is focused on Team Member recognition and appreciation. Some of the ways in which we accomplish this is by offering the following: 

• Comprehensive benefits (medical, dental, vision, supplemental coverage)
• 401K retirement savings plan discretionary match
• Education Tuition Reimbursement Program
• Paid Vacation
• Holiday Pay
• Recreation /Fitness Discounts
• Weekly Resort Prizes
• Career Development and Training Workshops
• FREE daily meal
• Internal Advancement