PBX Operator | Full-Time

Omni Hotels & Resorts•Austin, TX

4d•Onsite

About The Position

Omni Hotels & Resorts is seeking a Full-Time PBX Operator for the beautiful Barton Creek Resort & Spa! If you love hospitality, creating amazing customer experiences, and the structure and benefits that come from working with a hotel company then you will love working with Omni! We are proud to announce that we are ranked among the best resorts in Texas: Top 5 Resorts in the Southwest Conde Nast Traveler and Top 5 Resorts in Texas Travel + Leisure World's Best Awards 2025! This team member will direct phone calls to appropriate personnel and assist all guests and associates in a courteous and professional manner. We are looking for motivated and energetic individuals who love contributing to a winning team. If you have operator / phone agent experience in a hotel environment and a passion for serving others, we would love to speak with you about this role.

Requirements

Ability to clearly and professionally communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone.
Ability to accurately and efficiently input information into computer systems.
Ability to work cohesively with co-workers both within and outside of your department.
Ability to multitask, prioritize, organize and follow up.
Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays.

Nice To Haves

Previous customer service experience and cashiering is preferred.

Responsibilities

Effectively utilize the phone, push to talk radios and alarm systems in the Ideal Services area.
Be familiar with all systems and equipments as related to Ideal Services (Opera, Alice, Micros POS, Synergy, SALTO, Two-Way Radio Dispatch, ISD Firepanel).
Familiarity with parking procedures.
Take In- Room Dining orders and enter order into MICRO’s POS system.
Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process.
Be thoroughly knowledgeable of all Ideal Services/PBX Moments of Service scenarios and be able to execute according to standard.
To appropriately protect confidential guest information and guest room key access according to front office SOP’s.
To be generally familiar with check in and check out procedures.
Maintain 4-Star / 4-Diamond Standards of guest service.
Be generally familiar with all hotel rate plans, rate codes and reservation procedures.
Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, Laundry Services, and Omni Kids Program).
To be familiar with all hotel facilities (to include F&B outlets, Fitness Center, Meeting Spaces, and Amenitites).
To be familiar with the inter-relationship between the different departments
To be familiar with local attractions and businesses.
Familiar with all reservation special packages.
Answer the phone and push to talk radio with a smile in your voice, greeting both internal and external guests with a warm welcome and meeting all reasonable requests. Direct phone calls to appropriate personnel.
Perform other duties & special projects as assigned by the management team.
Personally, answer all general guest questions and address all guest concerns which do not require management attention before transferring calls to others.
Effectively respond to emergency situations and system alarms, maintain a calm composure, contacting appropriate management and following expected procedures.
Enter alerts accurately and timely into Opera and Synergy. Engage in proper follow up with affected department to ensure alerts and issues are handled accordingly.
Responsible for receiving packages and faxes, recording these items in the GoConcierge system and alerting guests of received packages/faxes and other deliveries in a timely manner.
Responsible for tracking and personally delivering wake up calls; delivering wake up calls as scheduled in a professional warm tone.
Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.
Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.