Front Desk Agent​/PBX Operator

Front Desk Agent/PBX Operator | Full Time

Join to apply for the Front Desk Agent/PBX Operator | Full Time role at Omni Hotels & Resorts

Omni Grove Park Inn & Spa is a AAA Four-Diamond resort noted for understated elegance and southern charm. The property offers sweeping views of the Blue Ridge Mountains, has a Donald Ross golf course, tennis and fitness center, award‑winning spa and spacious convention facilities.

Omni Grove Park Inn & Spa is located in Asheville, NC. Associates enjoy a dynamic work environment, comprehensive training and mentoring, and the pride that comes from working for a company known for exceptional service.

Front Desk Agent/PBX Operators provide a five‑star welcome and departure experience to each guest. They serve as ambassadors throughout the stay, handle check‑ins/check‑outs, resolve issues, and coordinate with other departments.

• 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 guest accounts at check‑in (room type, payment, etc.)
• Block rooms in the computer system and follow through on designated requirements
• Pre‑register designated guests and prepare key packets
• Communicate pertinent guest information to designated departments (special requests, amenity delivery)
• Maintain confidentiality of all guests and hotel information
• Ensure security of guest room access and key procedures
• Execute accurate settlement of folios, routing of charges and adjustments following Omni accounting standards
• Maintain guest history files and accommodate room changes promptly
• Document all guest requests, complaints or problems and notify the appropriate department for resolution; follow up to ensure guest satisfaction
• Issue safe deposit boxes and secure key procedures
• Monitor, send and distribute guest faxes
• Generate, print and distribute daily and weekly reports
• Resolve discrepancies on room status reports with Housekeeping
• Maintain complete knowledge of all hotel features/services, room types, rates, special packages and promotions
• Answer incoming telephone calls efficiently and courteously
• Direct phone calls and messages to appropriate personnel or guests
• Assist all guests and employees and record wake‑up calls
• Operate the switchboard and two‑way radio

• Available for weekends and holidays, as well as mornings and evenings
• Previous customer service experience preferred
• Excellent verbal and written communication skills in English
• Accurate and efficient data entry into computer systems
• Cooperative teamwork with coworkers within and outside of the department
• Strong mathematical calculation ability
• Clear, quick decision‑making and prioritization skills
• Ability to work well under pressure during high arrival and departure periods

• Computer skills required
• Ability to work alone, with others, and remain at work station for entire shift
• Flexible schedule including weekends and holidays
• Customer service experience with excellent written and especially verbal communication skills
• Stand for the duration of entire shift
• Walk, run, bend, push, pull and lift moderate to heavy weight
• Sit for extended periods of time

Omni Hotels & Resorts is an equal opportunity employer. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the OFCCP's Pay Transparency Nondiscrimination policy statement.