PBX Operator

				Overview:

Omni Nashville Hotel is excited to offer competitive wages and benefits, growth opportunities, paid time off, and hotel stay discounts! If you love hospitality, and have a passion to serve others then you'll love working with the Omni Nashville Hotel - apply today!

To handle all incoming communication, assisting with needs and providing services to guests and associates in a courteous and professional manner, in accordance with Omni Standards. 

Responsibilities:

* Effectively utilize the phone, push to talk radios and alarm systems in the Ideal Services area.
* Be familiar with all systems and equipments as related to Ideal Services (Opera, Alice, Micros POS, Synergy, SALTO, Two-Way Radio Dispatch, ISD Firepanel).
* Familiarity with parking procedures.
* Take In- Room Dining orders and enter order into MICRO's POS system.
* Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process. 
* Be thoroughly knowledgeable of all Ideal Services/PBX Moments of Service scenarios and be able to execute according to standard.
* To appropriately protect confidential guest information and guest room key access according to front office SOP's. 
* To be generally familiar with check in and check out procedures. 
* Maintain 4-Star / 4-Diamond Standards of guest service.
* Be generally familiar with all hotel rate plans, rate codes and reservation procedures.
*  Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program,  Laundry Services, and Omni Kids Program).
* To be familiar with all hotel facilities (to include F&B outlets, Business Center, Fitness Center, Outdoor Pool, Meeting Space, Parking Garage).
* To be familiar with the inter-relationship between the different departments (Front Desk, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing)
* To be familiar with local attractions and businesses.
* Familiar with all reservation special packages.
* Answer the phone and push to talk radio with a smile in your voice, greeting both internal and external guests with a warm welcome and meeting all reasonable requests. Direct phone calls to appropriate personnel.
* Perform other duties & special projects as assigned by the management team.
* Personally, answer all general guest questions and address all guest concerns which do not require management attention before transferring calls to others. 
* Effectively respond to emergency situations and system alarms, maintain a calm composure, contacting appropriate management and following expected procedures.
* Enter alerts accurately and timely into Opera and Synergy. Engage in proper follow up with affected department to ensure alerts and issues are handled accordingly.
* Responsible for receiving packages and faxes, recording these items in the GoConcierge system and alerting guests of received packages/faxes and other deliveries in a timely manner. 
* Responsible for tracking and personally delivering wake up calls; delivering wake up calls as scheduled in a professional warm tone. 
* Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications. 
* Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets. 

Qualifications:

* Prior customer service experience required
* Must have strong communication, computer, and organizational skills.
* Excellent customer service and problem-solving skills.
* Maintain a professional business appearance, attitude, and performance.
* Must be able to work a variety of shifts, including weekends and holidays.
* Move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance. 
* Stand, walk or sit for an extended period or for an entire work shift.  
* Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.  

Omni Hotels & Resorts is an equal opportunity employer. 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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