Overnight Communication Operator | PBX Agent

Omni Hotels & Spas•Fort Lauderdale, FL

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 the phone, push-to-talk radios, alarm systems, and hotel software; responds to guest questions and concerns; and follows established service, safety, security, and confidentiality procedures. The position requires working a variety of shifts, including weekends and holidays.

Requirements

Prior customer service experience.
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 extended use of a telephone and computer.

Responsibilities

Answer internal and external calls and push-to-talk radio communications warmly and professionally, and direct calls to appropriate personnel.
Handle guest requests and concerns, follow up as needed, and use the service recovery process; personally address general questions that do not require management attention.
Maintain familiarity with Ideal Services systems and equipment, hotel procedures, amenities, facilities, rate plans, reservations, packages, local attractions, and interdepartmental relationships.
When required, accurately take In-Room Dining orders and enter them into the MICROS POS system.
Protect confidential guest information and guest room key access in accordance with Front Office SOPs.
Pass messages to the correct person promptly and professionally, and coordinate with other departments to ensure accurate, timely delivery of guest requests.
Respond calmly to emergency situations and system alarms, contact appropriate management, and follow established procedures.
Enter alerts accurately and promptly into Opera and Synergy, and follow up with affected departments to ensure resolution.
Track and personally deliver wake-up calls professionally and courteously.
Follow company safety and security policies, report accidents, injuries, and unsafe work conditions, and complete required safety training and certifications.
Adhere to company policies and procedures, maintain a clean uniform and professional appearance, protect proprietary information, and safeguard company assets.
Perform other duties and special projects as assigned by management.