Guest Experience Agent: Front Desk & PBX

Omni Hotels & Resorts; Town of Florida (NY); On-site; USD 36,000 - 48,000; Full time

Job summary

Omni Hotels & Resorts is seeking a friendly, motivated Front Desk Associate at our Orlando resort to direct calls, assist guests, and log service requests with courtesy and professionalism. You will greet guests, provide directions, handle wake‑up calls, assist with check‑outs and billing inquiries, and coordinate with departments to ensure guest satisfaction.

Strong computer skills, cash handling experience, and a customer‑focused attitude are essential.

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
• Ability to work in a fast paced high‑pressure 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

Responsibilities

• 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.
• Process guest check‑outs according to Omni's Moments of Service and Standard Operating Procedures.

Skills

Customer Service

Front Desk

Cash Handling

Communication Skills

Problem Solving

Microsoft Office

Tools

Synergy

Opera

ResortSuite

Vision

GoConcierge

Microsoft Outlook

Job description

Omni Hotels & Resorts is seeking a friendly, motivated Front Desk Associate at our Orlando resort to direct calls, assist guests, and log service requests with courtesy and professionalism. You will greet guests, provide directions, handle wake‑up calls, assist with check‑outs and billing inquiries, and coordinate with departments to ensure guest satisfaction.

Strong computer skills, cash handling experience, and a customer‑focused attitude are essential.