Front Office - Overnight Desk Agent/PBX Operator

Omni Hotels & Resorts; Asheville (NC); On-site; USD 38,000 - 48,000; Full time

Job summary

Omni Grove Park Inn & Spa is seeking a Night Auditor/Overnight PBX Operator to manage nighttime front desk and audit functions, ensure daily financial accuracy, and assist guests with communications. You will balance postings, prepare reports, and support night-time operations across departments.

The role requires strong guest service skills, reliability, and the ability to work overnight shifts, weekends, and holidays. Omni emphasizes guest satisfaction and professional standards.

Qualifications

• Excellent customer service and problem solving skills.
• Must have strong communication, computer and organizational skills.
• Move, bend, lift, carry up to 30 pounds without assistance.

Responsibilities

• Prepare daily reports and distribute as directed.
• Balance daily postings and revenue, and resolve inaccuracies.
• Handle Express checkouts and nightly audit checklists.
• Maintain PBX operations and assist guests with inquiries.
• Communicate wrap-up information to other departments in the morning.

Skills

Customer service

Problem solving

Communication

Guest relations

Job description

Omni Grove Park Inn & Spa The AAA Four-Diamond Omni Grove Park Inn & Spa is noted for understated elegance and southern charm; ten U.S. Presidents and countless luminaries from the worlds of art, entertainment, sports and politics have stayed at this hotel. The property offers sweeping views of the Blue Ridge Mountains, delectable restaurants, a Donald Ross golf course, tennis and fitness center, award winning spa and spacious convention facilities.

Omni Grove Park Inn and Spa'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 Grove Park Inn & Spa may be your perfect match.

Overview:

The Night Auditor/Overnight PBX Operator oversees and coordinates all nighttime front desk and audit functions, executes computer maintenance requirements, and ensures all financial transactions for the day are verified and balanced. The PBX Operator directs and assist guests and associates with communication needs in accordance with Omni Standards.

Responsibilities:

• Preparation of daily reports and distribution as directed
• Accurate preparation of VIP, complimentary, house use rooms, and out of order lists
• Conduct back up procedures for Epitome and drop tape nightly
• Handling Express checkouts ensuring their completion
• Completion of third shift Night Audit checklist
• Balancing of daily postings and revenue
• Ensure adequate communication the following morning to all necessary departments by communicating through "Wrap-Up" emails
• Understanding of all front office standards and assist in solving deficiencies
• Documenting errors made by cash handling auditors
• Prepare In-house allowance and adjustment spreadsheets each day
• Prepare and send out the DAR to appropriate team members
• Balancing of daily posting and revenue, and resolution of inaccuracies
• Ensuring nightly transmission of credit cards through IPU and Epitome
• To be thoroughly acquainted with all check-in and check-out procedures and policies
• To be a main liaison between guest and the hotel
• To appropriately protect confidential guest information and guest room key access according to front office SOP's
• To be thoroughly acquainted with PBX Operator duties
• Be familiar with emergency procedures and Alarm System in the PBX department
• Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process
• To be thoroughly knowledgeable of all Front and PBX Moments of Service scenarios, and execute to standard
• Be familiar with all systems and equipments as related to the Front Office (EPITOME, Nucleus, GoConcierge, Synergy, Vingcard Vision, Two-Way Radio Dispatch, ISD Firepanel)
• Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests
• Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, Frequent Flyer Mileage Program, Laundry Services, and Omni Kids Program)
• 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)
• To be familiar with local attractions and businesses.
• Aid guests in locating other areas of the hotel (walk them to destination if possible)
• Familiarity with parking validation procedures and Good Night's Rest Policy
• Effectively operate computer, printer, telephone, pen/pencil, photo-copying machine, facsimile machine, two-way radio
• Be actively engaged with our guests. Identify the needs of our guests and meet these needs, aiming to exceed expectations at every opportunity
• Deliver personalized, memorable guest experiences by utilizing the Power of One
• 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:

• Excellent customer service and problem solving skills
• Must have strong communication, computer and organizational skills
• Maintain a professional business appearance, attitude, and performance
• Prior guest service experience required, preferably hotel front office experience
• Must be able to work a variety of shifts, including weekends and holidays. This is an overnight position.
• Move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance. Stand, walk or sit for an extended period or for an entire work.

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.