Front Desk Agent/PBX Operator | Full-Time

Omni Hotels & Spas•Champions Gate, FL

19h•Onsite

About The Position

To direct phone calls to appropriate personnel and assist all guests and associates in a courteous and professional manner. This role requires maintaining regular attendance, high standards of personal appearance, and demonstrating current knowledge of resort personnel and departmental functions. The agent will handle guest requests, log maintenance issues, and assist with telephone dialing. A key part of the role involves processing guest check-outs, managing room changes, and assisting with billing inquiries. The position requires proficiency in hotel systems like Synergy and Opera, understanding of Front Office and PBX procedures, and knowledge of hotel amenities and facilities. The agent will also be responsible for reporting accidents and assisting management with miscellaneous tasks.

Requirements

Previous Customer Service Experience Required
Strong Computer Skills Required
Strong Communication Skills Required
Attain a high propensity for customer service.
Previous cash handling experience.
Relevant hospitality and/or customer service/administrative experience
Highly motivated self-starter focused on quality, organization, guest service and teamwork.
High level of written and verbal communication skills.
Computer proficiency; specifically with Microsoft Office and Windows.
The ability to work in a fast paced high-pressure work environment while executing delegated tasks and assignments.
Ability to multitask, prioritize, organize and follow up.
Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays.
Must be able to work a variety of shifts, including weekends and holidays.

Nice To Haves

Previous Front Desk experience in a 4 Diamond or Convention Resort Preferred
Previous customer service experience and cashiering is preferred.

Responsibilities

Maintain regular attendance in compliance with Omni standards, as required by scheduling which will vary according to the needs of the resort.
Maintain high standards of personal appearance and grooming, which include wearing the proper attire/uniform and name tag when working.
Answer all incoming phone calls to the resort using the proper protocol, greetings and closings as determined by management.
Take requests from guests or transfer to the appropriate department and assuring requests for maintenance or repairs are logged and promptly dispatched to the corresponding department including following up with the guest regarding all concerns when applicable.
Demonstrate current knowledge of all key personnel and departmental functions of the resort.
Assist guests with telephone dialing instructions, or to dial for them using all types of calls including, room to room, local, long distance and/or international dialing using correct protocol.
Correctly and accurately log all wake-up calls.
Perform wake-up calls promptly and on time using appropriate greetings as determined by management.
To be thoroughly acquainted with the AM and PM checklist.
Process guest check-outs according to Omni’s Moments of Service and Standard Operating Procedures.
Be familiar with all systems and equipment as related to the Front Desk.
Accommodation of rooms change expediently.
Assist with billing inquiries and be knowledgeable of all details included within guest folios.
Log all guest requests, service deficiencies, and work orders in Synergy and Opera.
Be thoroughly knowledgeable of all Front Office and PBX Moments of Service scenarios, emergency procedures and execute to standard.
Be familiar with all hotel amenities (Wireless Internet, Select Guest Program, GHA Discovery Program, Laundry Services, and Omni Kids Program).
Be familiar with all hotel facilities (F&B Outlets, Membership, Business Center, Gift Shops, Coffee Market, Fitness Center, Spa, Kids Club, and Golf Pro Shops).
Understand the importance of our Medallia scores.
Assist management with miscellaneous front office tasks including but not limited to; organizing, filing, and delivering requested items to guests.
Report accidents, injuries, and unsafe work conditions to leader.
Perform other reasonable job duties, such as special projects as directed by the leaders