Ideal Service Agent

Omni Hotels & Resorts; Boston (MA); On-site; USD 32,000 - 45,000; Full time

Benefits offered by this job

Health Insurance and 401(k) match

Complimentary meals

Paid time off after 90 days

Discounted associate rates

Job summary

Omni Boston Hotel at the Seaport is seeking an Ideal Services Agent to manage incoming guest communications and provide courteous, professional service per Omni Standards. You’ll handle guest needs and protect confidential information, using Opera and other front office systems.

The role requires strong communication, computer and organizational skills, with shifts including weekends/holidays. Starting pay is $23.07/hour, rising after 6 months and after one year.

Qualifications

• Prior customer service experience required, PBX/Operator experience preferred.
• Must have strong communication, computer, and organizational skills.
• Maintain a professional business appearance, attitude, and performance.
• Ability to communicate both verbal and written in English with guests and colleagues.
• Stand, walk, or sit for extended periods; flexible shifts including weekends/holidays.

Responsibilities

• Be familiar with guest scenarios and follow-up on all requests and concerns; follow service recovery process.
• Protect confidential guest information and key access per SOPs.
• Utilize phone, radios and alarm systems in the Ideal Services area.
• Maintain 4-Star/4-Diamond Standards of guest service.
• Answer and direct phone calls to appropriate personnel.
• Be familiar with systems and equipment related to Ideal Services (Opera, Alice, Symphony POS, Synergy, SALTO).
• Attend required department trainings and meetings.
• Perform other duties as required by management.

Skills

Customer service

PBX/Operator experience

Strong communication

Computer skills

Organizational skills

English proficiency

Tools

Opera

Alice

Symphony POS

Synergy

SALTO

Job description

Omni Boston Hotel at the Seaport

DON'T JUST FOLLOW TRENDS. SET THEM AT THE OMNI BOSTON HOTEL AT THE SEAPORT

We don't do cookie-cutter. At Omni, we look for individuals who bring fresh perspectives, bold ideas, and their authentic selves to the team every single day. You won't be asked to conform-you'll be encouraged to stand out.

While we celebrate individual artistry, however, we win as a team. Our shared mission depends on trust, collaboration, and a dedication to uplifting the entire Omni family.

Grab the reins and help design the future of the Seaport's most vibrant destination. For us, creativity isn't a department - it's a mindset. It's woven into everything we do and embodied by everyone who walks through our doors. Performance realities will always exist, but we view those constraints as a creative challenge to push past, never a limit.

The Omni Boston Hotel at the Seaport is a AAA Four Diamond destination located in the heart of the bustling Seaport District. The property boasts 1,054 beautifully appointed guest rooms (including 52 suites), seven unique dining experiences, a scenic rooftop pool, the luxury Breve Spa, and over 100,000 square feet of state-of-the-art event space.

Bring your passion to a team voted one of the "Best Places to Work" by the Boston Business Journal!

POSITION OVERVIEW

Grab the reigns and help shape the future of the Seaport's best kept secret! Creativity must infuse everything we do, and everyone in the Hotel. Performance realities will always exist, but we use these constraints to push, not limit, our creativity.

As an Ideal Services Agent, you will handle all incoming communication, assisting with needs and providing services to guests and associates in a courteous and professional manner, in accordance with Omni Standards.

Local 26 Contract stipulates starting rate per hour at $23.07 and after 6 Months of service, rate increases to $24.72 per hour. After one year of service, hourly rate per hour increases to $32.96.

RESPONSIBILITIES

• Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process.
• To appropriately protect confidential guest information and guest room key access according to front office SOP's.
• Effectively utilize the phone, push to talk radios and alarm systems in the Ideal Services area.
• Maintain 4-Star / 4-Diamond Standards of guest service.
• Answer and direct phone calls to appropriate personnel.
• Be familiar with all systems and equipment as related to Ideal Services (Opera, Alice, Symphony POS, Synergy, SALTO, Two-Way Radio Dispatch).
• Attend all required department trainings and meetings.
• Perform any other duties required by management.

QUALIFICATIONS

• Prior customer service experience required, prior PBX/Operator experience, preferred.
• Must have strong communication, computer, and organizational skills.
• Maintain a professional business appearance, attitude, and performance.
• Ability to communicate both verbal and in writing in English with guests, management, and co-workers.
• Stand, walk or sit for an extended period or for an entire work shift.
• Must be able to work a variety of shifts, including weekends and holidays.
• Candidate must be able to work in a fast-paced environment and be able to handle multiple priorities.

PERKS AND BENEFITS

• A culture of fun, inclusion, and growth
• Complimentary meals
• Health Insurance and matching 401(k) after one year
• Generous Paid Time Off offered after 90 days
• Performance-driven, ALL-IN culture
• Discounted associate rates at Omni properties nationwide

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.