AM Communications Operator (PBX)

Omni Hotels & Resorts • Fort Lauderdale, FL

111d

About The Position

Be a part of the pre-opening team for the Omni Ft. Lauderdale Hotel! Opening Fall 2025, the Omni Ft. Lauderdale Hotel is a 29-story hotel, located at 1950 Eisenhower Blvd, and connected directly to the Broward County Convention. The property offers 801 guest rooms and suites, multiple restaurants, a vibrant rooftop bar, a sprawling pool, spa, and fitness center. The hotel will also have over 120,000 square feet of indoor and outdoor meeting and event space, including a grand ballroom, junior ballroom, 25 breakout rooms and pre-function meeting space with waterfront views.

Requirements

• 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.
• Ability to obtain a State of Tennessee Alcoholic Beverage Commission server permit before date of hire.

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.

What This Job Offers

• Number of Employees: 5,001-10,000 employees