PBX Operator

Omni Hotels and Resorts; Nashville (TN); On-site; USD 30,000 - 40,000; Full time

Job summary

An established industry player in the hospitality sector is seeking a Front Desk Agent to join their dynamic team in Nashville. This role offers the opportunity to provide exceptional service and support to guests, ensuring their needs are met with professionalism and warmth. The ideal candidate will thrive in a fast-paced environment, utilizing strong communication and problem-solving skills to enhance the guest experience. With competitive wages, growth opportunities, and a commitment to employee development, this position is perfect for someone passionate about hospitality and dedicated to delivering outstanding service.

Benefits

Paid Time Off

Hotel Stay Discounts

Comprehensive Training and Mentoring

Qualifications

• Prior customer service experience required.
• Ability to work various shifts, including weekends and holidays.

Responsibilities

• Handle all incoming communication and assist with guest needs.
• Maintain 4-Star / 4-Diamond standards of guest service.

Skills

Customer Service

Communication Skills

Problem-Solving Skills

Organizational Skills

Tools

Opera

Alice

Micros POS

Synergy

SALTO

Two-Way Radio Dispatch

ISD Firepanel

Job description

Location

Nashville Hotel

The Omni Nashville Hotel was specially created to be an authentic expression of Nashville’s vibrant music culture. Across from the new Music City Center, the luxury hotel is a one-of-a-kind experience, fully integrated with an expansion of the Country Music Hall of Fame and Museum on four levels. Located on Fifth Avenue between Demonbreun and Korean Veterans Blvd., the Omni Nashville Hotel design is a modern expression of the city’s distinct character, incorporating natural materials, exposed steel, and regional limestone. The multi-story hotel and expanded museum share meeting and entertainment space and bring additional restaurants and retail venues to this dynamic destination in downtown Nashville. The Omni Nashville Hotel’s associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude, and empowerment day in and day out. If you are a friendly, motivated person with a passion to serve others, the Omni Nashville may be your perfect match.

Job Description

Omni Nashville Hotel is excited to offer competitive wages and benefits, growth opportunities, paid time off, and hotel stay discounts! If you love hospitality and have a passion to serve others, then you’ll love working with the Omni Nashville Hotel – apply today!

We are looking for a Front Desk Agent to handle all incoming communication, assist with guest needs, and provide exceptional service in accordance with Omni Standards.

Responsibilities

1. Effectively utilize the phone, push-to-talk radios, and alarm systems in the Ideal Services area.
2. Be familiar with all systems and equipment related to Ideal Services (Opera, Alice, Micros POS, Synergy, SALTO, Two-Way Radio Dispatch, ISD Firepanel).
3. Familiar with parking procedures.
4. Take In-Room Dining orders and enter orders into MICRO’s POS system.
5. Follow up on all guest requests and concerns, adhering to the service recovery process.
6. Be thoroughly knowledgeable of all Ideal Services/PBX Moments of Service scenarios and execute according to standards.
7. Protect confidential guest information and room key access according to SOPs.
8. Be generally familiar with check-in and check-out procedures.
9. Maintain 4-Star / 4-Diamond standards of guest service.
10. Be familiar with all hotel rate plans, codes, and reservation procedures.
11. Know hotel amenities (Wireless Internet, Select Guest Program, Laundry Services, Omni Kids Program).
12. Know hotel facilities (F&B outlets, Business Center, Fitness Center, Outdoor Pool, Meeting Space, Parking Garage).
13. Understand the inter-relationship between departments (Front Desk, Guest Services, Housekeeping, F&B, Banquets, Sales, Engineering, Purchasing).
14. Be familiar with local attractions and businesses.
15. Understand reservation packages and special offers.
16. Answer phones and radios with a warm greeting, meeting guest requests and directing calls appropriately.
17. Perform other duties and projects as assigned.
18. Address general guest questions and concerns that do not require management, before escalation.
19. Respond effectively to emergency situations and alarms, maintaining calm and following procedures.
20. Enter alerts into Opera and Synergy accurately and follow up with relevant departments.
21. Manage packages and faxes, recording in GoConcierge, and notify guests of deliveries.
22. Track and deliver wake-up calls professionally and timely.
23. Follow safety and security policies, report incidents, and complete trainings.
24. Maintain a professional appearance and protect company assets and proprietary information.

Qualifications

• Prior customer service experience required.
• Strong communication, computer, and organizational skills.
• Excellent customer service and problem-solving skills.
• Professional appearance and attitude.
• Ability to work various shifts, including weekends and holidays.
• Ability to lift up to 30 pounds and stand, walk, or sit for extended periods.

Omni Hotels & Resorts is an equal opportunity employer. For assistance applying, contact [e-mail]. The EEO laws and policies are available through provided links.

Job Locations: US-TN-Nashville

Posted Date: 3 days ago (5/7/2025 10:18 AM)

Requisition ID: 2025-122897

# of Openings: 1

Category: Front Office Operations