Ideal Services Supervisor

Corporate Office•Frisco, TX

About The Position

Omni PGA Frisco Resort is seeking a friendly Ideal Services Supervisor to join our team. Omni Frisco PGA Resort will provide north Texas with 127,000 square feet of event space, 13 new food and beverage outlets, an extravagant spa and a full entertainment district. Featuring two championship 18-hole golf courses along with a third short course, we will provide incredible options for our guests and local community for dining, events, and entertainment. The PBX Supervisor will assist guests and employees by telephone with communication needs in accordance with Omni standards. This is an ideal opportunity for someone who wants to grow in the industry and make their mark!

Requirements

Must have customer service experience.
Telephone operator skills strongly preferred.
Must be able to communicate effectively both verbally and in writing in a professional business environment.
Must be able to work a flexible schedule including nights, weekends and holidays.
Ability to accurately and efficiently input information into computer systems.
Must have the ability to work alone, with others, and remain at workstation for entirety of shift.
Must be able to sit for extended periods of time.

Responsibilities

Answer incoming telephone calls to the hotel efficiently and courteously.
Handle escalated guest related issues.
Direct phone calls and messages to appropriate personnel or guest.
Assist all guests and employees with requests.
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.
Ensure all guests are completed in a timely manner.
Complete follow up calls for guest satisfaction.
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, and Golf Pro Shops).
Understand the importance of our Medallia scores.