Front Desk Agent/PBX Operator | Full Time

Omni Hotels & Resorts; Asheville (NC); On-site; USD 19,000 - 25,000; Full time

Job summary

Omni Hotels & Resorts in Asheville seeks a Front Desk Agent/PBX Operator to provide a five-star welcome and departure experience, acting as a guest ambassador and assisting across hotel departments. You will handle check-ins/outs, guest inquiries, and account settlements with attention to Omni standards.

The role requires strong communication, accuracy in computer systems, and the ability to remain composed under pressure during busy check-in periods.

Qualifications

• Available for weekends and holidays.
• Ability to clearly and pleasantly communicate in English with guests, management and co-workers.

Responsibilities

• Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures.
• Empathetically listen to guest inquiries and provide appropriate responses.
• Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)
• Block rooms in the computer and follow through on designated requirements
• Pre-register designated guests and prepare key packets
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
• Maintain confidentiality of all guests and hotel information
• Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments
• Maintain guest history files on all guests

Skills

Customer service

Verbal communication

Written communication

Job description

*Eligible for Upsell Incentive**

Front Desk Agent/PBX Operators are responsible for providing a five-star welcome and departure experience to each guest, as well as serving as ambassadors throughout the guest’s stay. Front Desk Agent/PBX Operators make the first impression upon our guests by extending a warm welcome, providing information about the hotel and local area, and offering our full range of upscale hotel amenities and services to them. Front Desk Agent/PBX Operators are also responsible for settling guest accounts upon check-out, resolving guest issues and completing special requests. They work closely with all hotel departments, especially our Concierge, Bell-Door and Ideal Services teams. They will direct and assist guests and associates with communication needs in accordance with Omni Standards.

Responsibilities:

• Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures
• Empathetically listen to guest inquiries and provide appropriate responses
• Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)
• Block rooms in the computer and follow through on designated requirements
• Pre-register designated guests and prepare key packets
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
• Maintain confidentiality of all guests and hotel information
• Employ attention to detail in order to ensure security of guest room access.
• Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments
• Maintain guest history files on all guests
• Accommodate room changes expediently
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction
• Issue safe deposit boxes to guests and ensure security of key
• Monitor, send, and distribute guest faxes
• Generate, print, and distribute daily and weekly reports
• Resolve discrepancies on the room status report with Housekeeping
• Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages, and promotions.
• Answer incoming telephone calls to the hotel efficiently and courteously.
• Direct phone calls and messages to appropriate personnel or guest.
• Assist all guests and employees.
• Initiating Omni prompt responses help line by logging information regarding problems/situations which require prompt attention and relaying to appropriate personnel.
• Recording and making Wake up calls.
• Receiving and sending facsimile messages as needed, as well as operating switchboard and two-way radio

Qualifications:

• Available for weekends and holidays, as well as mornings and evenings.
• Previous customer service experience preferred
• Ability to clearly and pleasantly 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 compute accurate mathematical calculations
• Ability to think clearly, quickly, and make concise decisions
• Ability to prioritize, organize, and follow up
• Ability to work well under pressure, dealing with many arrivals and departures within a short period of time

Physical Requirements:

• Computer skills required.
• Must have the ability to work alone, with others, and remain at workstation 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
• Ability to stand for the duration of an entire shift.
• Ability to walk, run, bend, push, pull and lift moderate to heavy weight.
• Must be able to sit for extended periods of time.