Front Desk Agent

Omni William Penn Hotel

Since 1916, the Omni William Penn Hotel has been a landmark of elegance in downtown Pittsburgh. Over the years, we’ve welcomed movie stars, politicians, world leaders, professional athletes, and business icons—cementing our place as one of the city’s most celebrated destinations.

At Omni William Penn, our associates are the heart of our success. We foster an All In culture where respect, gratitude, and empowerment are part of every day. Here, you’ll find: A supportive environment with training and mentoring opportunities, Dedicated teammates who take pride in delivering exceptional service, and A workplace where your contributions truly make a difference. If you’re a friendly, motivated individual with a passion for serving others, we invite you to bring your talents to our team. Discover the pride and excitement of working for a company known for its tradition of excellence.

Position:          Front Desk agent and PBX Operator 

Department:     Front Office - Front Office-Rooms

Purpose:          To be the “one stop shop” for all our guests’ and customers’ telephone needs and to take ownership of ensuring that all of our guests’ requests are fully satisfied in a timely manner.  To properly take all guests' R/S orders, communicate them to the servers and work to expedite their service.  To properly perform all control and revenue related paperwork and to ensure appropriate checking in and checking out of guests and providing services to these guests in a courteous and professional manner.

Job Posting:    This person would be responsible for welcoming guests, checking guests in and out of the hotel and ensuring customers have a satisfying and enjoyable stay; answering the phone and be the “one stop show” for all guests and customer’s telephone needs and to take ownership of ensuring all guests requests are fully satisfied in a timely manner. To properly take all guests’ Room service orders, communicate them to the servers and work to expedite their service. Responsible for offering information regarding hotel services and amenities; giving directions; dining and entertainment options.  Must be able to complete a daily shift report and balance paperwork and cash drawer.  Computer experience required.  Previous hotel experience preferred; customer service experience required. Excellent communication skills required.   This position requires standing and walking throughout shift.  Applicant must be flexible and able to work am, pm, weekends and holidays

Reports to:       Director of Front Office, & Front Office Managers/Supervisors

Essential Functions:   

• Be thoroughly familiar with and adhere to Moments of Service performance standards And Power of Engagement
• Responsible for answering the phone within three rings. Using the Omni Phone standard greeting and closing.
• Follow the LSOP regarding dispatching calls to other departments.
• Accurately take Room Service orders for guests, including upselling daily specials, desserts, wines and other items.  Quote the guest an accurate approximate time of delivery for the order.
• Prepare checks for room service orders and take payment for said orders.

• Assist all callers with their needs and direct to proper person/department only if they cannot be assisted by Ideal Service.
• Handle phone traffic for the various departments and personnel of the hotel.
• Accept and give wake up calls to guests, following proper procedures.
• Familiarization with emergency response procedures and ability to act on said procedures.
• Familiarization with general questions asked by guests.  This includes assisting the guests with questions pertaining to the front desk, outlets, concierge, housekeeping and engineering.

• Complete Knowledge of food menu and wine list.
• Know and adhere to all liquor liability laws.
• Prepare daily amenity reports and order all necessary food and beverage in timely fashion.
• Coordinate distribution of faxes and packages to in-house guests
• Log all internal and external requests in Synergy MMS and add flags to guest accounts in Opera/Alice when appropriate.
• Follow all instruction given by all Managers, Supervisors, and Lead Agents
• Complete duties assigned during shift.
• Attend all mandatory meetings including, but not limited to, OST Meetings, AOS meetings and Menu tastings.
• Clean and maintain all equipment
• Sweep/vacuum office and discard paper as needed

Front Office Functions

•   To be thoroughly acquainted with all check-in procedures and policies.
•   To be thoroughly acquainted with all check-out procedures and policies.
•   To be a main liaison between guest and the hotel.
•   Be familiar with guest scenarios.
•   Be familiar with all technical equipment as related to the Front Desk.
•   To be familiar with all hotel facilities.
•   To be familiar with general organization set-up.
•   Read, initial and sign the Pre-shift and discuss open issues with Front Office Manager daily.
•   To be familiar with the inter-relationship between the different departments.
•   Complete Moments of Service training and follow this philosophy at all times.
•   Demonstrate understanding and adherence to Selling Strategy calendars by all Front Desk agents.
•   Know how to make a reservation (group or individual)

Hotel Specific Essential Functions:

•   To uphold the reputation of the hotel as a professional associate.
•    Properly use and maintain hotel equipment
•    Make decisions that meet and exceed the expectations of the hotel.
•    Familiar with downtown area including attractions, restaurants, businesses.
•    Act as an “Ambassador” for the hotel and champion the “Moments of Service” culture.

Tools and Equipment:

• Telephone, pen/pencil, photo-copying machine, fax machine, computer, printer, Micros System, Opera PMS

Working Environment:

• Interior of hotel, office conditions with normal to sometimes high levels of activity.

Physical Job Requirements (for essential functions only)

Bending/Kneeling

• Bending and kneeling required 20% of the time to obtain reports and to file

Mobility

• Moving about the room collecting faxes and reports 10% of the time

Continuous Standing

• No continuous standing required

Climbing

• Climbing approximately 2 steps 10% of work period approximately 8.5 hour shift

Driving

• No driving required

Work Environment

• Inside 100% of work period (approximately 8.5 hour shift)

Hearing/Vision/Speech/Literacy

• Hearing is critical (Must be able to clearly hear the guest)
• Vision is moderate (Needs to be able read the computer screens and the guest registration rack)
• Speech is critical (Guest must be able to clearly understand the operator)
• Literacy is critical (To ensure calls are directed properly and messages are taken accurately)

Chemical/Agents Used

• No chemicals/agents used

Protective Clothing

• No protective clothing required

Equipment Operation

• Switchboard 100% of the time, fax machine 50% of the time, computer 75% of time

Other Considerations

There are no other considerations.

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link:

EEOC is the Law Poster. 

Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.

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.