Front Desk Agent/PBX Operator | Full-Time

Omni Hotels & resorts; Gate (OK); On-site; USD 32,000 - 42,000; Full time

Job summary

Omni Orlando at ChampionsGate is seeking a friendly and motivated Front Desk Associate to warmly greet guests, answer calls, and coordinate with departments to ensure a seamless stay. In this role you will log wake-up calls, assist with check-ins/check-outs, and handle guest requests with professionalism, accuracy, and a proactive service mindset in a fast-paced resort environment.

Previous customer service and cash handling experience, strong computer skills, and a passion for hospitality are

Qualifications

• Previous customer service experience required.
• Front desk experience in a 4 Diamond or Convention Resort preferred.
• Strong computer skills and familiarity with hotel systems.
• Excellent verbal and written communication abilities.
• Ability to handle cash transactions accurately.
• Hospitality or administrative experience is advantageous.
• Self-motivated and focused on guest service and teamwork.
• Willingness to work nights, weekends and holidays.
• Must be able to multitask in a fast-paced environment.

Responsibilities

• Direct phone calls to appropriate personnel and assist guests and associates courteously.
• Log wake-up calls and assist with guest check-ins/check-outs.
• Assist with billing inquiries and guest folio details.
• Log requests and service deficiencies, dispatch to the correct department.
• Maintain knowledge of hotel facilities and services for guest inquiries.
• Support front desk operations and upsell Moments of Service standards.
• Adhere to safety, scheduling and hotel policies.

Skills

Customer service

Front desk experience

Computer skills

Communication skills

Cash handling

Hospitality experience

Multitasking

Flexibility schedule

Microsoft Office

Tools

Synergy

Opera

ResortSuite

Vision

GoConcierge

Microsoft Outlook

Job description

Omni Orlando at ChampionsGate The Omni Orlando Resort at ChampionsGate is surrounded by 36 holes of championship Orlando golf and 15 acres of recreation, this four-diamond resort is one of the nation's premier golf, meeting and leisure retreats. In addition to walk-out golf, guests may choose to relax in our signature Mokara spa, dine in one of our five restaurants or enjoy 15 acres of pools and recreation activities including the 850-foot lazy river. Omni Orlando’s associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Orlando Resort at ChampionsGate may be your perfect match.

Purpose: To direct phone calls to appropriate personnel and assist all guests and associates in a courteous and professional manner.

Essential Functions

• Maintain regular attendance in compliance with Omni standards, as required by scheduling which will vary according to the needs of the resort.
• Maintain high standards of personal appearance and grooming, which include wearing the proper attire/uniform and name tag when working.
• Answer all incoming phone calls to the resort using the proper protocol, greetings and closings as determined by management.
• Take requests from guests or transfer to the appropriate department and assuring requests for maintenance or repairs are logged and promptly dispatched to the corresponding department including following up with the guest regarding all concerns when applicable.
• Demonstrate current knowledge of all key personnel and departmental functions of the resort.
• Assist guests with telephone dialing instructions, or to dial for them using all types of calls including, room to room, local, long distance and/or international dialing using correct protocol.
• Correctly and accurately log all wake-up calls. Perform wake-up calls promptly and on time using appropriate greetings as determined by management.
• To be thoroughly acquainted with the AM and PM checklist.
• Process guest check-outs according to Omni’s Moments of Service and Standard Operating Procedures.
• Be familiar with all systems and equipment as related to the Front Desk
• Accommodation of rooms change expediently.
• Assist with billing inquiries and be knowledgeable of all details included within guest folios.
• Log all guest requests, service deficiencies, and work orders in Synergy and Opera.
• Be thoroughly knowledgeable of all Front Office and PBX Moments of Service scenarios, emergency procedures and execute to standard.
• Be familiar with all hotel amenities (Wireless Internet, Select Guest Program, GHA Discovery Program, Laundry Services, and Omni Kids Program).
• Be familiar with all hotel facilities (F&B Outlets, Membership, Business Center, Gift Shops, Coffee Market, Fitness Center, Spa, Kids Club, and Golf Pro Shops).
• Understand the importance of our Medallia scores.
• Assist management with miscellaneous front office tasks including but not limited to; organizing, filing, and delivering requested items to guests.
• Report accidents, injuries, and unsafe work conditions to leader.
• Perform other reasonable job duties, such as special projects as directed by the leaders

Qualifications

• Previous Customer Service Experience Required
• Previous Front Desk experience in a 4 Diamond or Convention Resort Preferred
• Strong Computer Skills Required
• Strong Communication Skills Required
• Attain a high propensity for customer service.
• Previous cash handling experience.
• Relevant hospitality and/or customer service/administrative experience
• Highly motivated self-starter focused on quality, organization, guest service and teamwork.
• High level of written and verbal communication skills.
• Computer proficiency; specifically with Microsoft Office and Windows.
• position The ability to work in a fast paced high-pressure work environment while executing delegated tasks and assignments.
• Ability to multitask, prioritize, organize and follow up.
• Previous customer service experience and cashiering is preferred.
• Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays.
• Must be able to work a variety of shifts, including weekends and holidays.

Tools & Equipment

• Telephone Switchboard, Printer, Copier/Fax Machine, Radio
• Computer Skills (Synergy, Opera, ResortSuite, Vision, GoConcierge, Microsoft Outlook)

Working Environment

• Interior of hotel.
• Sitting for extended periods of time.
• May require working overnight shift.

Physical Job Requirements (for essential functions only)

• Ability to sit for prolonged periods of time.
• Ability to stand for prolonged periods of time.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link:

EEOC is the Law Poster.

Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.