The posting
Eligible for Upsell Incentive* Front Desk Agent/PBX Operators are responsible for providing a five-star welcome and departure experience to each guest, as well as serving as ambassadors throughout the guest’s stay. Front Desk Agent/PBX Operators make the first impression upon our guests by extending a warm welcome, providing information about the hotel and local area, and offering our full range of upscale hotel amenities and services to them. Front Desk Agent/PBX Operators are also responsible for settling guest accounts upon check-out, resolving guest issues and completing special requests. They work closely with all hotel departments, especially our Concierge, Bell-Door and Ideal Services teams. They will direct and assist guests and associates with communication needs in accordance with Omni Standards. Responsibilities:
Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures Empathetically listen to guest inquiries and provide appropriate responses Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.) Block rooms in the computer and follow through on designated requirements Pre-register designated guests and prepare key packets Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery) Maintain confidentiality of all guests and hotel information Employ attention to detail in order to ensure security of guest room access. Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments Maintain guest history files on all guests Accommodate room changes expediently Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction Issue safe deposit boxes to guests and ensure security of key Monitor, send, and distribute guest faxes Generate, print, and distribute daily and weekly reports Resolve discrepancies on the room status report with Housekeeping Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages, and promotions. 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:
Available for weekends and holidays, as well as mornings and evenings. Previous customer service experience preferred Ability to clearly and pleasantly 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 compute accurate mathematical calculations Ability to think clearly, quickly, and make concise decisions Ability to prioritize, organize, and follow up Ability to work well under pressure, dealing with many arrivals and departures within a short period of time
Physical Requirements:
Computer skills required. Must have the ability to work alone, with others, and remain at workstation for entirety of shift. Must be able to work a flexible schedule including weekends and holidays. Must have customer service experience with excellent written and especially verbal communication skills Ability to stand for the duration of an entire shift. Ability to walk, run, bend, push, pull and lift moderate to heavy weight. Must be able to sit for extended periods of time.
