Overnight Front Desk Agent/PBX Operator | Full Time

Omni Hotels & Resorts; Asheville (NC); On-site; USD 21,000 - 30,000; Full time

Job summary

Omni Hotels & Resorts is seeking a Night Auditor/Overnight PBX Operator in Asheville to manage overnight front desk and audit tasks, balance daily postings, and coordinate guest communications. You will operate PBX functions, ensure security of guest information, and support departments with nightly wrap-up communications.

The role requires strong customer service, problem solving, and flexible weekend/holiday availability, with familiarity of systems such as EPITOME and Nucleus.

Qualifications

• Excellent customer service and problem solving skills.
• Must have strong communication, computer and organizational skills.
• 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.

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 Wrap-Up emails.
• Be familiar with all front office standards and assist in solving deficiencies.
• To be thoroughly acquainted with PBX Operator duties and related systems.
• Be familiar with local attractions and businesses, and assist guests accordingly.

Skills

Customer service

Problem solving

Communication

Computer skills

Organizational skills

Guest service experience

Tools

EPITOME

Nucleus

GoConcierge

Synergy

Vingcard Vision

Two-Way Radio Dispatch

ISD Firepanel

Job description

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.