PBX/Front Desk Agent - Part Time

Charlotte Hotel-posted 9 months ago

Part-time • Entry Level

Charlotte, NC

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The Omni Charlotte Hotel is seeking a PBX/Front Office Agent to join the Front Desk team of this upscale hotel. This individual's responsibility is to provide service to our internal and external customers ensuring that Omni's service exceeds our guests' expectations through one central location. They will be a part of creating a telecommunications center of skilled, well-trained associates capable of receiving, logging, and handling or dispatching every guest request with timely follow up with the guest.

Complete training of Front Desk Agents and Bell persons as directed by the Front Office Leadership Team
Ensure the delivery of parcels, mail and special deliveries to guestrooms, executive offices or meeting rooms
Ensure phone calls are answered in a timely manner
Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhere to the service recovery process
Arrange special requests for guests including and not limited to flowers, rental cars, transportation, forwarding luggage, sight-seeing tours and advising of different quality local shopping areas
Be familiar with the Phone and Alarm System in the PBX department
To be thoroughly knowledgeable of all Front Office, Guest Services & PBX Moments of Service scenarios, and execute to standard
Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, Laundry Services)
To be familiar with all hotel facilities (F&B outlets, Business Center, Fitness Center, Concierge Lounge, Outdoor Pool, Meeting Space, Parking Garage)
To be familiar with the inter-relationship between the different departments (to include PBX, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing)
Attend all designated staff meetings and training sessions
Complete all tasks assigned by Front Office Leadership Team
Aid guests in locating other areas of the hotel (walk them to destination if possible)
Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets
Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications
Understand and responsible for hotel key policies
Deliver personalized, memorable guest experiences by utilizing the All In Omni Culture
Assisting other departments in various roles as needed
Perform other duties | special projects as assigned by Front Office Leadership Team

Computer skills required, Micros, and/or Opera experience preferred
Must have the ability to work alone, with others, and remain at work station for entirety of shift
Must be able to work a flexible schedule including, weekends and holidays
Must have customer service experience with excellent written and especially verbal communication skills
Must be able to sit for extended periods of time
Requires repetitive motion
Lift, carry and place objects weighing up to 50 lbs without assistance
Move, push and pull objects weighing up to 200 lbs without assistance
Stand, walk or sit for an extended period or for an entire work shift
Requires constant motion, including bending, pushing and pulling
Exposure to indoor and various outdoor weather conditions, including cold and hot temperatures

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