Front Desk Agent/PBX Operator | Full-Time

Omni Orlando Resort at ChampionsGate is surrounded by 36 holes of championship golf and 15 acres of recreation. This four-diamond resort is one of the nation's premier golf, meeting, and leisure retreats, offering walk-out golf, a signature Mokara spa, five restaurants, and 15 acres of pools and recreation activities, including an 850-foot lazy river. Associates enjoy a dynamic work environment, comprehensive training and mentoring, and the pride of working for a company known for exceptional service.

About the role

To direct phone calls to appropriate personnel and assist all guests and associates in a courteous and professional manner.

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, including 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, ensuring requests for maintenance or repairs are logged and promptly dispatched, 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 dial for them using all types of calls, including room-to-room, local, long-distance, and international dialing using correct protocol.
• Correctly and accurately log all wake-up calls and perform them promptly and on time using appropriate greetings as determined by management.
• 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 related to the Front Desk and 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, Spa, Kids Club, and Golf Pro Shops).
• Understand the importance of Medallia scores.
• Assist management with miscellaneous front office tasks, including organizing, filing, and delivering requested items to guests.
• Report accidents, injuries, and unsafe work conditions to leadership.
• Perform other reasonable job duties, such as special projects as directed by leadership.

Requirements

• Previous customer service experience required.
• Previous front desk experience in a 4 Diamond or Convention Resort preferred.
• Strong computer skills required.
• Strong communication skills required.
• High propensity for customer service.
• Previous cash handling experience.
• Relevant hospitality and/or customer service/administrative experience.
• Highly motivated self-starter focused on quality, organization, guest service, and teamwork.
• High level of written and verbal communication skills.
• Computer proficiency, specifically with Microsoft Office and Windows.
• Ability to work in a fast-paced, high-pressure environment while executing delegated tasks and assignments.
• Ability to multitask, prioritize, organize, and follow up.
• Must be able to work a flexible schedule, including nights, weekends, and holidays.

Skills

• Telephone switchboard operation.
• Printer, copier/fax machine, and radio use.
• Computer skills: Synergy, Opera, ResortSuite, Vision, GoConcierge, Microsoft Outlook.

Working Environment

• Interior of hotel.
• Sitting for extended periods of time.
• May require working overnight shift.

Physical Job Requirements

• Ability to sit for prolonged periods of time.
• Ability to stand for prolonged periods of time.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.