Communications Operator
Omni Hotels & Resorts
- Nashville, TN
- Permanent
- Full-time
- Effectively utilize the phone, push to talk radios and alarm systems in the Ideal Services area.
- Be familiar with all systems and equipments as related to Ideal Services (Opera, Alice, Micros POS, Synergy, SALTO, Two-Way Radio Dispatch, ISD Firepanel).
- Familiarity with parking procedures.
- Take In- Room Dining orders and enter order into MICRO’s POS system.
- Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process.
- Be thoroughly knowledgeable of all Ideal Services/PBX Moments of Service scenarios and be able to execute according to standard.
- To appropriately protect confidential guest information and guest room key access according to front office SOP’s.
- To be generally familiar with check in and check out procedures.
- Maintain 4-Star / 4-Diamond Standards of guest service.
- Be generally familiar with all hotel rate plans, rate codes and reservation procedures.
- Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, Laundry Services, and Omni Kids Program).
- To be familiar with all hotel facilities (to include F&B outlets, Business Center, Fitness Center, Outdoor Pool, Meeting Space, Parking Garage).
- To be familiar with the inter-relationship between the different departments (Front Desk, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing)
- To be familiar with local attractions and businesses.
- Familiar with all reservation special packages.
- Answer the phone and push to talk radio with a smile in your voice, greeting both internal and external guests with a warm welcome and meeting all reasonable requests. Direct phone calls to appropriate personnel.
- Perform other duties & special projects as assigned by the management team.
- Personally, answer all general guest questions and address all guest concerns which do not require management attention before transferring calls to others.
- Effectively respond to emergency situations and system alarms, maintain a calm composure, contacting appropriate management and following expected procedures.
- Enter alerts accurately and timely into Opera and Synergy. Engage in proper follow up with affected department to ensure alerts and issues are handled accordingly.
- Responsible for receiving packages and faxes, recording these items in the GoConcierge system and alerting guests of received packages/faxes and other deliveries in a timely manner.
- Responsible for tracking and personally delivering wake up calls; delivering wake up calls as scheduled in a professional warm tone.
- Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.
- Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.
- Prior customer service experience required, prior PBX/Operator experience, preferred.
- Must have strong communication, computer, and organizational skills.
- Excellent customer service and problem-solving skills.
- Maintain a professional business appearance, attitude, and performance.
- Must be able to work a variety of shifts, including weekends and holidays.
- Move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance.
- Stand, walk or sit for an extended period or for an entire work shift.
- Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.