Overnight Communications Operator (PBX)

Location

Fort Lauderdale Hotel

Opening in Fall 2025, Omni Fort Lauderdale will provide South Florida with 120,000 square feet of event space, new food and beverage options, a Natural Spring inspired full-service spa and entertainment pedestrian plaza featuring high-end shopping, amphitheater, charter boat docking and beautiful promenade. The new iconic landmark offers unforgettable views of the Atlantic paired with unrivalled convenience and intelligently designed meeting spaces. The hotel will be directly connected to the Broward County Convention Center, immediately adjacent to Port Everglades cruise terminal and less than two miles from Fort Lauderdale Airport.

Job Description

Opening Fall 2025, the Omni Ft. Lauderdale Hotel is a 29-story hotel, located at 1950 Eisenhower Blvd, and connected directly to the Broward County Convention. The property offers 801 guest rooms and suites, multiple restaurants, a vibrant rooftop bar, a sprawling pool, spa, and fitness center. The hotel will also have over 120,000 square feet of indoor and outdoor meeting and event space, including a grand ballroom, junior ballroom, 25 breakout rooms and pre-function meeting space with waterfront views.

The PBX Operator is responsible for professionally answering and directing all internal and external calls, handling guest requests, and ensuring timely communication between hotel departments. This role is essential in creating a positive first impression, maintaining efficient communication, and delivering courteous, accurate, and timely service to all guests and associates. 

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. 

Qualifications

QUALIFICATIONS: 

• Prior customer service experience required. 
• Strong communication, computer, and organizational skills. 
• Excellent customer service and problem-solving abilities. 
• Maintain a professional business appearance, attitude, and performance. 
• Must be able to work a variety of shifts, including weekends and holidays. 
• Ability to move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance. 
• Ability to stand, walk, or sit for extended periods or for an entire work shift. 
• Perform repetitive motions, including use of telephone and computer, for extended periods or for an entire shift. 

ENVIRONMENT & POSITION ANALYSIS: 

• 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.   

TOOLS & EQUIPMENT: 

• Desktop computer (Opera, Alice, SALTO, Synergy, Windows, Microsoft Office), printer, telephone, copier, fax machine 

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.