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Omni Hotels & Resorts · 2 days ago

Overnight Communications Operator (PBX)

Fort Lauderdale, FL

Full-time

Onsite

New Grad, Entry Level

Omni Hotels & Resorts is opening a new hotel in Fort Lauderdale in Fall 2025, providing a blend of luxury and convenience. The Overnight Communications Operator (PBX) will be responsible for managing internal and external communications, ensuring a positive guest experience through timely and professional service.

ConsultingEventsFood and BeverageHospitalityResorts

Responsibilities

Effectively utilize the phone, push-to-talk radios, and alarm systems in the Ideal Services area

Maintain familiarity with all systems and equipment related to Ideal Services

Be familiar with parking procedures

When required, accurately take In-Room Dining orders and enter them into the MICROS POS system

Handle guest scenarios and follow up on all guest requests and concerns, adhering to the service recovery process

Be thoroughly knowledgeable of all Ideal Services/PBX Moments of Service scenarios and execute them according to standard

Protect confidential guest information and guest room key access in accordance with Front Office SOPs

Be generally familiar with check-in and check-out procedures and verbiage

Be familiar with all hotel rate plans, rate codes, and reservation procedures

Maintain strong knowledge of all hotel amenities

Be well-informed about all hotel facilities and hours of operation

Be familiar with the prices of all hotel amenities and items offered

Understand the inter-relationship between different departments (Front Desk, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering, and Purchasing)

Be familiar with local attractions and businesses

Pass on appropriate messages to the correct person in a timely and professional manner

Be knowledgeable about all reservation special packages

Answer the phone and push-to-talk radio with a smile in your voice, greeting both internal and external guests warmly while meeting all reasonable requests

Direct phone calls to the appropriate personnel

Maintain communication with associates from other departments to ensure timely and accurate delivery of guest requests

Perform other duties and special projects as assigned by the management team

Personally address general guest questions and concerns that do not require management attention before transferring calls to others

Respond effectively to emergency situations and system alarms, maintaining a calm composure, contacting appropriate management, and following established procedures

Enter alerts accurately and promptly into Opera and Synergy, and follow up with affected departments to ensure timely resolution

Track and personally deliver wake-up calls in a professional and courteous manner

Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete all required safety training and certifications

Adhere to all company policies and procedures; maintain a clean uniform and professional appearance; maintain confidentiality of proprietary information; and protect company assets

Qualification

Customer service experienceComputer skillsCommunication skillsOrganizational skillsProfessional appearanceLift 30 poundsRepetitive motionHotel amenitiesReservation systemsProblem-solving abilities