Guest Experience Agent: Front Desk & PBX

Omni Orlando at ChampionsGate The Omni Orlando Resort at ChampionsGate is surrounded by 36 holes of championship Orlando golf and 15 acres of recreation, this four-diamond resort is one of the nation's premier golf, meeting and leisure retreats. In addition to walk-out golf, guests may choose to relax in our signature Mokara spa, dine in one of our five restaurants or enjoy 15 acres of pools and recreation activities including the 850-foot lazy river. Omni Orlando'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 Orlando Resort at ChampionsGate may be your perfect match. Purpose: To direct phone calls to appropriate personnel and assist all guests and associates in a courteous and professional manner. Essential Functions:

• 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 greetings 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
• Accommodation of rooms change 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 our Medallia scores.
• Assist management with miscellaneous front office tasks including but not limited to; organizing, filing, and delivering requested items to guests.
• Report accidents, injuries, and unsafe work conditions to leader.

Perform other reasonable job duties, such as special projects as directed by the leaders Qualifications:

• 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
• Attain a 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.
• position The ability to work in a fast paced high-pressure work environment while executing delegated tasks and assignments.
• 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.
• Must be able to work a variety of shifts, including weekends and holidays.

Tools & Equipment:

• Telephone Switchboard, Printer, Copier/Fax Machine, Radio
• 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 (for essential functions only)

• 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.

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. #J-18808-Ljbffr Omni Hotels & Resorts