The case of PBX operators in a multinational hotel company: job performance and communication

Purpose Managing All Guest Incoming Calls (MAGIC) is a department in a five-star hotel in Mumbai, India. A couple of PBX operators were hired to work in the MAGIC department. The operators shared a foundational knowledge base, and managed information and guests' requests using improvised solutions. Every call to the PBX operator require equal attention and the same standard of service. Some calls require a “handle with care” status more than others. PBX operators make decisions with the approval of Duty Managers and Front Office Managers. It is important to examine the work design within MAGIC. To support optimal performance, technology and information must be easily accessible, and PBX operators should be regularly updated with current data. The Erlang C model is a popular model used for performance measurement in MAGIC. Design/methodology/approach This case study offers an in-depth, holistic investigation of a real-world phenomenon within its specific operational context. The narrative centers on how the hotel leveraged or failed to leverage—physical assets, staff competencies, and technological resources to maintain a competitive advantage, explicitly grounding its analysis in the technological and economic realities of that time. Findings Within the hotel, communication typically adheres to established chains of command and is formally documented. Vertical communication occurs in two directions: downward and upward. Downward communication flows from managers to staff, for instance, from the general manager (GM) to the front office manager. At MAGIC, human resources (HR) failed to provide continuous training and development, contributing to elevated turnover rates driven by the stressful nature of PBX operations. Additionally, employee job performance and discretion directly impact overall guest service quality. Ultimately, this case study provides practical implications regarding PBX operators-employees frequently overlooked by HR and GM. Originality/value To the best of the authors' knowledge, this original article, prepared for submission to the Special Issue on Industry Insights is grounded in authentic professional experience and rigorous domain knowledge, contributing substantive practical implications to the field.