PBX Operator

Omni Fort Worth; Fort Worth (TX); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player in hospitality seeks a dedicated individual to join their team. This role involves managing incoming communications and providing exceptional service to guests and associates. You will be responsible for utilizing various systems and tools to ensure smooth operations, addressing guest inquiries, and maintaining high service standards. The position offers a dynamic work environment where you can showcase your customer service skills and make a positive impact on the guest experience. If you are a proactive individual with a passion for hospitality, this opportunity is perfect for you.

Qualifications

• Prior customer service experience required, PBX/Operator experience preferred.
• Strong communication, computer, and organizational skills needed.

Responsibilities

• Handle all incoming communication courteously and professionally.
• Maintain 4-Star / 4-Diamond Standards of guest service.

Skills

Customer Service

Communication Skills

Problem-Solving Skills

Organizational Skills

Education

High School Diploma

Tools

Opera

Alice

Micros POS

Synergy

Two-Way Radio Dispatch

ISD Firepanel

GoConcierge

Job description

Location

Fort Worth Hotel

As breathtaking as any West Texas sunset, the Omni Fort Worth Hotel offers a taste of Texas hospitality. Conveniently located in the heart of Fort Worth’s exciting downtown, the hotel is adjacent to the Fort Worth Convention Center and within walking distance from the city’s cultural centers, restaurants and nightlife.

Job Description

To 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.

Responsibilities

• Effectively utilize the phone, push to talk radios and alarm systems in the Ideal Services area.
• Be familiar with all systems and equipments as related to Ideal Services (Opera, Alice, Micros POS, Synergy, SALTO, Two-Way Radio Dispatch, ISD Firepanel).
• Familiarity with parking procedures.
• Take In-Room Dining orders and enter order into MICRO’s POS system.
• Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process.
• Be thoroughly knowledgeable of all Ideal Services/PBX Moments of Service scenarios and be able to execute according to standard.
• To appropriately protect confidential guest information and guest room key access according to front office SOP’s.
• To be generally familiar with check in and check out procedures.
• Maintain 4-Star / 4-Diamond Standards of guest service.
• Be generally familiar with all hotel rate plans, rate codes and reservation procedures.
• Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, Laundry Services, and Omni Kids Program).
• To be familiar with all hotel facilities (to include F&B outlets, Business Center, Fitness Center, Outdoor Pool, Meeting Space, Parking Garage).
• To be familiar with the inter-relationship between the different departments (Front Desk, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing).
• To be familiar with local attractions and businesses.
• Familiar with all reservation special packages.
• Answer the phone and push to talk radio with a smile in your voice, greeting both internal and external guests with a warm welcome and meeting all reasonable requests. Direct phone calls to appropriate personnel.
• Perform other duties & special projects as assigned by the management team.
• Personally, answer all general guest questions and address all guest concerns which do not require management attention before transferring calls to others.
• Effectively respond to emergency situations and system alarms, maintain a calm composure, contacting appropriate management and following expected procedures.
• Enter alerts accurately and timely into Opera and Synergy. Engage in proper follow up with affected department to ensure alerts and issues are handled accordingly.
• Responsible for receiving packages and faxes, recording these items in the GoConcierge system and alerting guests of received packages/faxes and other deliveries in a timely manner.
• Responsible for tracking and personally delivering wake up calls; delivering wake up calls as scheduled in a professional warm tone.
• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.
• Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.

Qualifications

• Prior customer service experience required, prior PBX/Operator experience, preferred.
• Must have strong communication, computer, and organizational skills.
• Excellent customer service and problem-solving skills.
• Maintain a professional business appearance, attitude, and performance.
• Must be able to work a variety of shifts, including weekends and holidays.
• 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 shift.
• Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.