Overnight Communication Operator | PBX Agent

Omni Hotels & Resorts•Fort Lauderdale, FL

2d•Onsite

About The Position

The PBX Operator professionally answers and directs internal and external calls, handles guest requests, and ensures timely communication between hotel departments. The role helps create a positive first impression and provides courteous, accurate, and timely service to guests and associates. The operator uses Ideal Services communication systems, responds to guest concerns and alarms, records alerts, and coordinates with hotel departments to ensure requests are resolved.

Requirements

Prior customer service experience is required.
Strong communication, computer, and organizational skills.
Excellent customer service and problem-solving abilities.
Maintain a professional business appearance, attitude, and performance.
Ability to work a variety of shifts, including weekends and holidays.
Ability to move, bend, lift, carry, push, pull, and place objects weighing up to 50 pounds without assistance.
Ability to stand, walk, or sit for extended periods or an entire work shift.
Ability to perform repetitive motions, including telephone and computer use, for extended periods or an entire work shift.

Responsibilities

Use the phone, push-to-talk radios, and alarm systems in the Ideal Services area, and maintain familiarity with related systems and equipment.
Take In-Room Dining orders when required and enter them into the MICROS POS system.
Handle guest scenarios and follow up on requests and concerns in accordance with the service recovery process and Moments of Service standards.
Protect confidential guest information and guest room key access in accordance with Front Office SOPs.
Maintain general familiarity with check-in and check-out procedures, hotel rate plans and reservation procedures, hotel amenities and facilities, operating hours, prices, special packages, parking procedures, and local attractions and businesses.
Pass messages to the correct person promptly and professionally; answer calls and radios warmly, direct calls appropriately, and maintain communication with other departments to ensure guest requests are delivered accurately and on time.
Address general guest questions and concerns that do not require management attention before transferring calls to others.
Respond calmly to emergencies and system alarms, contact appropriate management, and follow established procedures.
Enter alerts promptly and accurately into Opera and Synergy, then follow up with affected departments to support timely resolution.
Track and personally deliver wake-up calls professionally and courteously.
Follow company safety and security policies and procedures, report accidents, injuries, and unsafe conditions, and complete required safety training and certifications.
Follow company policies and procedures, maintain a clean uniform and professional appearance, protect confidential and proprietary information, and safeguard company assets.
Perform other duties and special projects as assigned by management.