GENERAL SUMMARY: The PBX Operator role primarily serves as the communications hub for our restaurant group. This role is responsible for managing incoming calls, coordinating reservations across five distinct restaurant locations, providing excellent guest service over the phone and via email, and ensuring smooth communication between guests and restaurant teams.
REQUIRED QUALIFICATIONS:
Contributes to building and maintaining a positive work culture at all times
Flexible schedule, especially during busy seasons
Ability to communicate effectively and work well with others
Ability to remain calm, prioritize and multitask in a fast-paced environment
Ability to handle guest requests and needs in a professional and pleasant manner
Remains calms /productive in a fast-paced environment
Can sit for long periods of time (majority of shift)
Can bend, twist, squat, kneel, reach overhead, and walk safely
Can safely adhere to sanitation/safety protocol at all times
Contributes to building and maintaining a positive work culture at all times
A minimum of 1 year of experience in the same or a similar role
ESSENTIAL FUNCTIONS:
Reservation Management
Answer incoming calls on a multi-line phone system promptly and professionally.
Manage reservations for all five restaurant locations, ensuring accurate booking, confirmations, modifications, and cancellations.
Use reservation systems (e.g., OpenTable and other internal platforms) to track and optimize table availability.
Send confirmation messages to guests via phone, text, or email as appropriate.
Coordinate reservation changes with restaurant hosts and managers in real-time.
Guest Communication & Customer Service
Provide clear, courteous information to guests about menus, hours, locations, special events, and policies.
Handle guest inquiries and requests, escalating to management when necessary.
Resolve reservation conflicts and guest concerns with professionalism and efficiency.
Front-Line Hospitality Support
Greet guests who call and interact with warmth and a ‘Hawaiian hospitality’ mindset.
Collaborate with on-site staff at each location to ensure seamless guest experiences.
Assist with waitlist management and expected table-time estimates during peak hours.
Maintain detailed logs and records of communications, bookings, and special requests.
Administrative Tasks
Support other administrative duties as needed (e.g., updating restaurant schedules, assisting with special event bookings, reporting daily reservation stats).
Maintain knowledge of promotions, menu changes, and operational updates and communicate these internally to team members.
Ensure systems and logs are kept up-to-date at the end of each shift.
CULTURAL TASKS:
Knowledge of our mission statement and core values
Knowledge of area attractions
Promotes the “Aloha Pass It On” initiative to the community
