PBX Operator

Omni Mount Washington Resort & Spa
As grand as the history behind it, the Omni Mount Washington Resort & Spa, located in Bretton Woods, New Hampshire, is gracious in ambiance and generous in amenities. A favorite New England retreat of presidents, poets and celebrities, the hotel delights every sense with enchanting music, refined dining and luxurious decor. The resort is home to award-winning alpine and Nordic skiing at Bretton Woods - the state's largest ski area which is consistently recognized among the best for snow quality, grooming and service. A famed Donald Ross-designed Golf Course, nature-inspired Spa and year-round Canopy Tour add to our wide variety of world-class activities, adventure and wellness offerings, attracting guests from around the globe all year long.
Omni Mount Washington Resort & Spa and Bretton Woods Ski Area 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. The Omni Mount Washington Resort & Spa is committed to serve our associates and nurture their growth. We embody a culture of respect, gratitude and empowerment each day. If you are a friendly, motivated person, with a passion to serve others, the Omni Mount Washington Resort & Spa and Bretton Woods Ski Area may be your perfect match.
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).
* Be familiar with all hotel facilities (F&B Outlets, Membership, Business Center, Gift Shops, Coffee Market, Fitness Center, Spa, and Golf Pro Shops).
* 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.
* Previous customer service experience and cashiering is preferred.
* Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays.
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.
If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to: View email address on click.appcast.io.