PBX Agent – Hotel Guest Communications

About the role

The PBX Agent is the first point of contact for guests calling the Four Seasons Cartagena. You will manage all inbound and outbound communications, ensuring a warm, professional, and personalized experience that reflects the hotel’s luxury standards.

Key responsibilities

• Answer all incoming calls promptly and courteously, providing accurate information about the hotel, its services, and the city.
• Handle internal and external calls efficiently, routing messages to the appropriate departments.
• Anticipate guest needs and tailor interactions based on guest profiles and preferences.
• Act as a liaison between guests and hotel departments, especially for special or VIP requests.
• Document all guest requests in the hotel system and follow up to ensure timely resolution.
• Maintain confidentiality and protect guest privacy at all times.

Required profile

• Previous experience in telephone or PBX handling, preferably in a hospitality environment.
• Excellent verbal communication skills with a warm, professional tone.
• Strong attention to detail and ability to multitask in a fast‑paced setting.
• Commitment to delivering service that meets Forbes and LQA standards.

Required skills

• PBX system operation

What we offer

• Opportunity to work in a historic, luxury hotel on Colombia’s Caribbean coast.
• Dynamic team environment focused on personal growth and exceptional guest experiences.