Front Desk Agent/PBX Operator | Full-Time

Omni Hotels & Resorts; Orlando (FL); On-site; USD 19,000 - 28,000; Full time

Job summary

Omni Hotels & Resorts in Orlando is seeking a courteous Front Desk/Guest Services Associate to direct phone calls, help guests, and coordinate requests with other departments.

You will log wake-up calls, assist with check-outs, and use Synergy and Opera systems. Flexibility to work nights, weekends, and holidays is required.

The role requires strong computer skills, excellent communication, and a welcoming demeanor to uphold Omni’s Moments of Service.

Qualifications

• Experience in customer service required.
• Front Desk experience in a 4 Diamond or Convention Resort preferred.
• Strong computer skills required.
• Strong communication skills required.
• Willing to work nights, weekends and holidays.
• Able to multitask in a fast-paced environment.
• Cash handling experience.
• Hospitality or administrative experience.
• Team oriented and guest-focused.

Responsibilities

• Answer all incoming phone calls to the resort using proper protocol and greetings.
• Transfer guest requests to appropriate department and log service requests in Synergy and Opera.
• Log all wake-up calls and perform them promptly.
• Assist with guest check-outs according to Omni’s Moments of Service.
• Be familiar with Front Office systems (Synergy, Opera, ResortSuite, Vision, GoConcierge, Microsoft Outlook).
• Assist management with miscellaneous front office tasks, such as organizing and delivering items to guests.
• Report accidents, injuries, and unsafe work conditions to leadership.
• Be knowledgeable about hotel amenities and facilities.

Skills

Customer service

Front desk experience

Communication

Cash handling

Multitasking

Tools

Opera

Synergy

ResortSuite

Vision

GoConcierge

Microsoft Outlook

Microsoft Office

Job description

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.