PBX Operator

Omni Hotels & Resorts; Dallas (TX); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

complimentary parking

room and dining discounts

on-site cafeteria

Job summary

Omni Dallas Hotel in downtown Dallas is seeking a courteous and energetic front desk associate to direct calls, assist guests, and support operations. You will handle wake-up calls, log requests in Synergy and Opera, and coordinate with departments to ensure guest satisfaction.

Join a luxury property with strong emphasis on guest service, training, and growth opportunities. The role requires flexibility to work various shifts, including evenings and weekends.

Qualifications

• Excellent in-person and phone communication with guests and colleagues.
• Ability to input information accurately into computer systems.
• Ability to work cohesively with team members across departments.
• Strong multitasking, organization, and follow-up skills.
• Professional English communication, both written and verbal.

Responsibilities

• Maintain regular attendance as per Omni standards and resort needs.
• Present a professional appearance and wear the uniform and name tag.
• Answer incoming resort phone calls with proper greetings and closings.
• Log guest requests and escalate to departments; follow up with guests.
• Know key personnel and departmental functions of the resort.
• Assist guests with dialing instructions and types of calls.
• Log wake-up calls accurately and on time.
• Be familiar with AM/PM checklists.
• Process guest check-outs per Moments of Service SOPs.
• Be knowledgeable about Front Desk systems and equipment.
• Assist with room changes expediently.
• Assist with billing inquiries and guest folios.
• Log all guest requests, service deficiencies, and work orders in Synergy and Opera.
• Familiar with Front Office and PBX Moments of Service scenarios and emergency procedures.
• Know hotel amenities and facilities and related programs.
• Understand the impact of Medallia scores.
• Assist management with miscellaneous front office tasks.

Skills

Customer service

Communication

Multitasking

Problem-solving

English proficiency

Job description

Omni Dallas Hotel, 555 South Lamar Street, Dallas, Texas, United States of America

Job Description

Posted Friday, August 21, 2026 at 5:00 AM

Recently named one of the Top 5 City Hotels in Texas by Travel + Leisure’s 2025 World’s Best Awards, Omni Dallas Hotel is part of the #1 ranked hotel brand for Guest Satisfaction by J.D. Power. Located in the heart of downtown Dallas, our 1,001 rooms and suites set the stage for a vibrant destination featuring the Mokara Spa and Restaurants on Lamar, with eight distinctive dining experiences that celebrate the best of Texas hospitality.

Our associates are guided by The Power of One, a philosophy that empowers every team member to take ownership of the guest experience and create lasting memories. Our culture values respect, gratitude, and growth, supported by training, mentorship, and meaningful recognition. Associates enjoy complimentary parking, room and dining discounts, and access to an on-site cafeteria, making Omni Dallas one of the most rewarding places to work in the city! If you’re a motivated, service-minded professional seeking a meaningful career in hospitality, Omni Dallas Hotel may be your perfect match.

Overview:

This team member will direct phone calls to appropriate personnel and assist all guests and associates in a courteous and professional manner. We are looking for motivated and energetic individuals who love contributing to a winning team. If you have operator / phone agent experience in a hotel environment and a passion for serving others, we would love to speak with you about this role

Responsibilities

• 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 greeting 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


• Accommodate room changes 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, and Spa).


• 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.

Qualifications

• Ability to clearly and professionally communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone.


• Ability to accurately and efficiently input information into computer systems.


• Ability to work cohesively with co-workers both within and outside of your department.


• Ability to multitask, prioritize, organize and follow up.


• Excellent organizational and problem-solving skills.


• Ability to remain calm and professional under pressure.


• Previous customer service experience is preferred.


• Must be able to work a flexible schedule and willingness to work days, evenings, nights, weekends, and holidays.

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link:

Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.

Omni Dallas Hotel, 555 South Lamar Street, Dallas, Texas, United States of America