Overnight Front Desk Agent/PBX Operator | Full Time

Omni Hotels & Spas•Asheville, NC

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 combines night auditing and front desk service with PBX duties. It involves preparing and distributing reports, balancing postings and revenue, completing nightly system backups and transmissions, handling express checkouts, and communicating important information to departments for the following morning. The agent serves as a liaison between guests and the hotel, responds to requests and concerns, supports service recovery, and handles calls, messages, wake-up calls, and facsimile communications.

Requirements

Excellent customer service and problem-solving skills.
Strong communication, computer, and organizational skills.
Maintain a professional business appearance, attitude, and performance.
Prior guest service experience required.

Nice To Haves

Hotel front office experience preferred.

Responsibilities

Prepare daily reports and distribute them as directed.
Prepare accurate VIP, complimentary, house-use, and out-of-order room lists.
Conduct nightly backup procedures for Epitome 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.
Send wrap-up emails to ensure necessary departments receive adequate communication for the following morning.
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 primary liaison between guests and the hotel.
Protect confidential guest information and room-key access according to front office SOPs.
Perform PBX Operator duties and follow the PBX department's emergency procedures and alarm system requirements.
Follow up on guest requests and concerns and adhere to the service recovery process.
Know and execute Front and PBX Moments of Service scenarios to standard.
Understand front office systems and equipment, hotel rate plans and codes, amenities, facilities, interdepartmental relationships, local attractions, parking validation procedures, and the Good Night’s Rest Policy.
Help guests locate hotel areas, accompanying them to their destination when possible.
Engage with guests, identify their needs, and aim to exceed expectations by delivering personalized, memorable experiences using the Power of One.
Answer hotel telephone calls efficiently and courteously and direct calls and messages to the appropriate personnel or guests.
Assist guests and employees.
Log problems or situations requiring prompt attention through the Omni prompt responses help line and relay them to appropriate personnel.
Record and make wake-up calls.
Receive and send facsimile messages and operate the switchboard and two-way radio.