Overnight Front Desk Agent/PBX Operator | Full Time

Overview:
The Night Auditor/Overnight PBX Operator oversees and coordinates all nighttime front desk and audit functions, executes computer maintenance requirements, and ensures all financial transactions for the day are verified and balanced. The PBX Operator directs and assist guests and associates with communication needs in accordance with Omni Standards.
Responsibilities:

Preparation of daily reports and distribution as directed
Accurate preparation of VIP, complimentary, house use rooms, and out of order lists
Conduct back up procedures for Epitome and drop tape nightly
Handling Express checkouts ensuring their completion
Completion of third shift Night Audit checklist
Balancing of daily postings and revenue
Ensure adequate communication the following morning to all necessary departments by communicating through “Wrap-Up” emails
Understanding of all front office standards and assist in solving deficiencies
Documenting errors made by cash handling auditors
Prepare In-house allowance and adjustment spreadsheets each day
Prepare and send out the DAR to appropriate team members
Balancing of daily posting and revenue, and resolution of inaccuracies
Ensuring nightly transmission of credit cards through IPU and Epitome
To be thoroughly acquainted with all check-in and check-out procedures and policies
To be a main liaison between guest and the hotel
To appropriately protect confidential guest information and guest room key access according to front office SOP’s
To be thoroughly acquainted with PBX Operator duties
Be familiar with emergency procedures and Alarm System in the PBX department
Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process
To be thoroughly knowledgeable of all Front and PBX Moments of Service scenarios, and execute to standard
Be familiar with all systems and equipments as related to the Front Office (EPITOME, Nucleus, GoConcierge, Synergy, Vingcard Vision, Two-Way Radio Dispatch, ISD Firepanel)
Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests
Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, Frequent Flyer Mileage Program, Laundry Services, and Omni Kids Program)
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)
To be familiar with local attractions and businesses.
Aid guests in locating other areas of the hotel (walk them to destination if possible)
Familiarity with parking validation procedures and Good Night’s Rest Policy
Effectively operate computer, printer, telephone, pen/pencil, photo-copying machine, facsimile machine, two-way radio
Be actively engaged with our guests. Identify the needs of our guests and meet these needs, aiming to exceed expectations at every opportunity
Deliver personalized, memorable guest experiences by utilizing the Power of One
Answer incoming telephone calls to the hotel efficiently and courteously
Direct phone calls and messages to appropriate personnel or guest
Assist all guests and employees
Initiating Omni prompt responses help line by logging information regarding problems/situations which require prompt attention and relaying to appropriate personnel
Recording and making Wake up calls
Receiving and sending facsimile messages as needed, as well as operating switchboard and two-way radio

Qualifications:

Excellent customer service and problem solving skills
Must have strong communication, computer and organizational skills
Maintain a professional business appearance, attitude, and performance
Prior guest service experience required, preferably hotel front office experience
Must be able to work a variety of shifts, including weekends and holidays. This is an overnight position.
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.