Hotel Call Center | In House Guest Calls | Hilton VB Oceanfront

## Description

**Shamin Hotels – Hilton Virginia Beach Oceanfront**

**Position: Hub Team Member / PBX Operator (Front Desk Support)**

**Available Shifts - Sat/Sun 7-3, 3-11 Monday - Friday 3-11**

The Hilton Virginia Beach Oceanfront is seeking a **Hub Team Member / PBX Operator** to join our Front Office team. This role operates behind the scenes as the communication and coordination center of the hotel — supporting guests, connecting departments, and ensuring requests are handled quickly and accurately.

This position is ideal for someone who enjoys problem-solving, multitasking, and creating memorable guest experiences through thoughtful service and strong communication.

**What You’ll Do**

• Answer and manage in-house and external calls with professionalism and warmth
• Coordinate guest requests including amenities, service needs, and information
• Dispatch requests to appropriate departments and follow up to completion
• Support the Front Desk team with guest communication and service recovery
• Provide local information and assist in creating special guest experiences
• Monitor multiple systems simultaneously (phones, tablets, hotel software)
• Track and document requests to ensure timely service delivery

**What We’re Looking For**

• Strong customer service mindset and positive communication style
• Comfortable using **multiple technologies** including phones, tablets, and hotel systems
• Ability to multitask and prioritize in a fast-paced environment
• Detail-oriented with strong follow-through
• Team-focused and collaborative with all hotel departments
• Hotel experience preferred; customer service experience accepted in lieu

**Why This Role Matters**

The Hub Team Member helps shape the guest experience from behind the scenes. You’ll play a key role in resolving problems, fulfilling requests, and creating thoughtful touches that make our hotel a place travelers choose again and again.

**Schedule & Environment**

• Front Office environment
• Evenings, weekends, and holidays may be required
• Fast-paced, guest-focused setting

Join a team that values **Teamwork, Ownership, and Passionate Service**, and help us deliver exceptional experiences at the Hilton Virginia Beach Oceanfront.
## Qualifications
**Qualifications – Mental, Physical, and Social/Emotional**
**Mental Requirements**

• Ability to multitask across phones, tablets, and hotel systems simultaneously
• Strong attention to detail with the ability to prioritize competing requests
• Problem-solving mindset with sound judgment and follow-through
• Comfortable working in a fast-paced, frequently changing environment

**Physical Requirements**

• Primarily seated/office-based role with frequent computer and phone use
• Ability to communicate clearly over phones and radios in a noisy environment
• Occasional walking throughout the hotel to coordinate requests
• May occasionally assist with light items such as pantry amenities or small luggage

**Social & Emotional Requirements**

• Maintains calm, professional demeanor during busy periods and guest concerns
• Strong communication skills with guests and multiple departments
• Service-focused attitude with a desire to help and create positive experiences
• Works collaboratively and supports team members across the hotel