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 is seeking a friendly Front Desk/Phone Agent to welcome guests, route calls, and assist with requests in a fast-paced luxury hotel setting. You will maintain professional appearance and provide outstanding guest service across eight dining experiences and leisure facilities.

The role requires strong communication, multitasking, and a passion for hospitality. Training and recognition are part of a growth-focused culture with perks like discounts and on-site amenities.

Qualifications

• Customer service experience required.
• Clear verbal and written English communication.
• Ability to multitask and prioritize.
• Willingness to work flexible schedule.
• Experience in hotel front desk is a plus.

Responsibilities

• Maintain regular attendance in accordance with Omni standards.
• Answer all incoming phone calls to the resort using proper protocol and greetings.
• Direct calls to appropriate personnel and log guest requests.
• Log all guest requests and work orders in Synergy and Opera.
• Be familiar with front desk systems and hotel amenities.
• Assist with guest check-outs and billing inquiries.
• Understand hotel facilities and Moments of Service procedures.

Skills

Customer service

Phone handling

Multitasking

Clear communication

English proficiency

Team collaboration

Problem solving

Tools

Synergy

Opera

Job description

Omni Dallas Hotel 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.

Omni Dallas Hotel 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.

Benefits

• Associates enjoy complimentary parking, room and dining discounts, and access to an on-site cafeteria.

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.
• Must be able to work a flexible schedule and willingness to work days, evenings, nights, weekends, and holidays.
• Previous Customer Service Experience Is Preferred.

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.