Front Desk Agent/PBX Operator | Full Time

				Overview:

*Eligible for Upsell Incentive** 

Front Desk Agent/PBX Operators are responsible for providing a five-star welcome and departure experience to each guest, as well as serving as ambassadors throughout the guest's stay. Front Desk Agent/PBX Operators make the first impression upon our guests by extending a warm welcome, providing information about the hotel and local area, and offering our full range of upscale hotel amenities and services to them. Front Desk Agent/PBX Operators are also responsible for settling guest accounts upon check-out, resolving guest issues and completing special requests. They work closely with all hotel departments, especially our Concierge, Bell-Door and Ideal Services teams. They will direct and assist guests and associates with communication needs in accordance with Omni Standards

Responsibilities:

* 
* Process guest check-ins and check-outs according to Omni's Moments of Service and Standard Operating Procedures
* Empathetically listen to guest inquiries and provide appropriate responses
* Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)
* Block rooms in the computer and follow through on designated requirements
* Pre-register designated guests and prepare key packets
* Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
* Maintain confidentiality of all guests and hotel information
* Employ attention to detail in order to ensure security of guest room access.
* Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments
* Maintain guest history files on all guests
* Accommodate room changes expediently
* Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction
* Issue safe deposit boxes to guests and ensure security of key
* Monitor, send, and distribute guest faxes
* Generate, print, and distribute daily and weekly reports
* Resolve discrepancies on the room status report with Housekeeping
* Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages, and promotions.
* Answer incoming telephone calls to the hotel efficiently and courteously. 
* Direct phone calls and messages to appropriate personnel or guest. 
* Assist all guests and employees. 
* Initiating Omni prompt responses help line by logging information regarding problems/situations which require prompt attention and relaying to appropriate personnel. 
* Recording and making Wake up calls. 
* Receiving and sending facsimile messages as needed, as well as operating switchboard and two-way radio

Qualifications:

* Available for weekends and holidays, as well as mornings and evenings.
* Previous customer service experience preferred
* Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone
* Ability to accurately and efficiently input information into computer systems
* Ability to work cohesively with co-workers both within and outside of your department
* Ability to compute accurate mathematical calculations
* Ability to think clearly, quickly, and make concise decisions
* Ability to prioritize, organize, and follow up
* Ability to work well under pressure, dealing with many arrivals and departures within a short period of time 

Physical Requirements:

* Computer skills required. 
* Must have the ability to work alone, with others, and remain at work station for entirety of shift. 
* Must be able to work a flexible schedule including weekends and holidays. 
* Must have customer service experience with excellent written and especially verbal communication skills
* Ability to stand for the duration of an entire shift.
* Ability to walk, run, bend, push, pull and lift moderate to heavy weight.
* Must be able to sit for extended periods of time.

Omni Hotels & Resorts is an equal opportunity employer - vets/disability. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement 

If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to applicationassistance@omnihotels.com.
			

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Omni Hotels Management Corporation

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