Location

Charlotte Hotel

The Omni Charlotte Hotel envelopes you in comfort with a touch of genuine North Carolina hospitality. Centrally located in the heart of Charlotte’s financial district, the AAA four-diamond hotel is the perfect destination for convenience to area businesses or to explore countless attractions. Linked to 12 city blocks via sky bridge, the Omni Charlotte Hotel is moments away from the Blumenthal Performing Arts Center, Discovery Place, the Charlotte Convention Center, and the EpiCentre entertainment district.

Omni Charlotte’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 Charlotte Hotel may be your perfect match.

Job Description

The Omni CharlotteHotel is seeking a PBX/Front Office Agent to join the Front Desk team of this upscale hotel. This individual's responsibility is to provide service to our internal and external customers ensuring that Omni's service exceeds our guests' expectations through one central location. They will be a part of creating a telecommunications center of skilled, well-trained associates capable of receiving, logging, and handling or dispatching every guest request with timely follow up with the guest.

Responsibilities

• Complete training of Front Desk Agents and Bell persons as directed by the Front Office Leadership Team

• Ensure the delivery of parcels, mail and special deliveries to guestrooms, executive offices or meeting rooms
• Ensure phone calls are answered in a timely manner
• Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhere to the service recovery process.
• Arrange special requests for guests including and not limited to flowers, rental cars, transportation, forwarding luggage, sight-seeing tours and advising of different quality local shopping areas
• Be familiar with the Phone and Alarm System in the PBX department.
• To be thoroughly knowledgeable of all Front Office, Guest Services & PBX Moments of Service scenarios, and execute to standard.
• Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, Laundry Services)
• To be familiar with all hotel facilities (F&B outlets, Business Center, Fitness Center, Concierge Lounge, Outdoor Pool, Meeting Space, Parking Garage)
• To be familiar with the inter-relationship between the different departments (to include PBX, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing)
• Attend all designated staff meetings and training sessions

• Complete all tasks assigned by Front Office Leadership Team
• Aid guests in locating other areas of the hotel (walk them to destination if possible)
• Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets
• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications
• Understand and responsible for hotel key policies
• Deliver personalized, memorable guest experiences by utilizing the All In Omni Culture
• Assisting other departments in various roles as needed
• Perform other duties | special projects as assigned by Front Office Leadership Team

Qualifications

• Computer skills required, Micros, and/or Opera experience preferred
• Must have the ability to work alone, with others, and remain at work station for entirety of shift. 
• Must be able to work a flexible schedule including, weekends and holidays. 
• Must have customer service experience with excellent written and especially verbal communication skills. 
• Must be able to sit for extended periods of time.
• Must be able to sit for an extended period or for an entire work shift. May stand at station when needed
• Requires repetitive motion.
• Lift, carry and place objects weighing up to 50 lbs without assistance. Move, push and pull objects weighing up to 200 lbs without assistance. Stand, walk or sit for an extended period or for an entire work shift. Requires constant motion, including bending, pushing and pulling.
• Exposure to indoor and various outdoor weather conditions, including cold and hot temperatures

TOOLS/EQUIPMENT

• Desktop computer (Alice, Windows, Microsoft Office, Opera, Synergy, Resort Pass, Teams, MICROS), printer, telephone, bell cart.
• Shoe Shine Equipment

Omni Hotels & Resorts is an equal opportunity employer - vets/disability. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement 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 applicationassistance@omnihotels.com.