Overnight Front Desk Agent/PBX Operator | Full Time

Omni Hotels & Resorts•Asheville, NC

4d•Onsite

About The Position

The Overnight Front Desk Agent/PBX Operator oversees nighttime front desk and audit functions, completes computer maintenance requirements, and verifies and balances the day’s financial transactions. The role also directs and assists guests and associates with communication needs in accordance with Omni standards. The position serves as a liaison between guests and the hotel, supports guest requests and service recovery, and helps provide personalized, memorable guest experiences. The agent handles front desk and PBX operations, including check-in and check-out procedures, telephone and message routing, wake-up calls, facsimile messages, and two-way radio communications. The role requires familiarity with hotel systems, facilities, amenities, rate plans, departments, local attractions, emergency procedures, and applicable front-office policies. This is a full-time overnight position requiring availability for varied shifts, including weekends and holidays.

Requirements

Excellent customer service and problem-solving skills.
Strong communication, computer, and organizational skills.
Professional business appearance, attitude, and performance.
Prior guest-service experience required; hotel front-office experience preferred.
Ability to work a variety of shifts, including weekends and holidays; this is an overnight position.
Ability to move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance.
Ability to stand, walk, or sit for an extended period or an entire work period.

Nice To Haves

Prior hotel front-office experience.

Responsibilities

Prepare and distribute daily reports as directed.
Prepare accurate lists of VIP, complimentary, house-use, and out-of-order rooms.
Complete nightly Epitome backup procedures and drop tape.
Handle express checkouts and ensure their completion.
Complete the third-shift Night Audit checklist.
Balance daily postings and revenue and resolve inaccuracies.
Ensure adequate communication with departments the following morning through Wrap-Up emails.
Understand front-office standards and assist in resolving deficiencies.
Document errors made by cash-handling auditors.
Prepare daily in-house allowance and adjustment spreadsheets.
Prepare and send the DAR to appropriate team members.
Ensure nightly credit-card transmission through IPU and Epitome.
Follow check-in and check-out procedures and policies.
Serve as a liaison between guests and the hotel.
Protect confidential guest information and guest-room key access according to front-office SOPs.
Perform PBX Operator duties and follow PBX emergency procedures and Alarm System practices.
Follow up on guest scenarios, requests, and concerns, adhering to the service recovery process.
Know and execute Front and PBX Moments of Service scenarios to standard.
Use Front Office systems and equipment, including EPITOME, Nucleus, GoConcierge, Synergy, Vingcard Vision, two-way radio dispatch, and ISD Firepanel.
Understand hotel rate plans and rate codes and apply rate strategy when making guest rate changes.
Be familiar with hotel amenities, facilities, departmental relationships, and local attractions and businesses.
Help guests locate hotel areas and walk them to destinations when possible.
Follow parking validation procedures and the Good Night’s Rest Policy.
Operate computers, printers, telephones, pens or pencils, photocopying machines, facsimile machines, and two-way radios.
Engage with guests, identify and meet their needs, and aim to exceed expectations using the Power of One.
Answer incoming hotel telephone calls efficiently and courteously.
Direct calls and messages to appropriate personnel or guests.
Assist guests and employees.
Initiate Omni prompt responses by logging information about problems or situations requiring prompt attention and relaying it to appropriate personnel.
Record and make wake-up calls.
Receive and send facsimile messages and operate the switchboard and two-way radio.