What are the responsibilities and job description for the Ideal Services Agent position at Omni Hotels & Resorts?
Location
The 1,054-room Omni Boston Hotel at the Seaport is the newest luxury hotel in the City of Boston, and the most significant hotel project in the city for the last forty years. The property features seven outlets for drinking and dining, a signature spa, fitness center, and rooftop pool. It boasts more than 100,000 square feet of meeting and event space, and caters to the most discerning clientele.
Job Description
The Omni Boston Hotel at the Seaport is located in the center of the bustling Seaport District. The AAA Four Diamond rated hotel boasts 1,054 finely appointed guestrooms with 52 suites, seven delectable dining experiences, a scenic rooftop pool, a luxury Breve Spa, and more than 100,000 square feet of meeting and event space allowing to provide each guest a unique and memorable experience. Come join the team that was voted “2023 Best Places to Work” by the Boston Business Journal!
Creativity must infuse everything we do, and everyone in the hotel. Performance realities will always exist, but we use these constraints to push, not limit, our creativity. We believe there is always a way to make it work. If we don't have the solution, we dig deeper creatively to find one.
Grab the reigns and help shape the future of the Seaport’s best kept secret! Creativity must infuse everything we do, and everyone in the Hotel. Performance realities will always exist, but we use these constraints to push, not limit, our creativity.
As an Ideal Services Agent, you will handle all incoming communication, assisting with needs and providing services to guests and associates in a courteous and professional manner, in accordance with Omni Standards.
Responsibilities
- Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process.
- To appropriately protect confidential guest information and guest room key access according to front office SOP’s.
- Effectively utilize the phone, push to talk radios and alarm systems in the Ideal Services area.
- Maintain 4-Star / 4-Diamond Standards of guest service.
- Answer and direct phone calls to appropriate personnel.
- Be familiar with all systems and equipment as related to Ideal Services (Opera, Alice, Symphony POS, Synergy, SALTO, Two-Way Radio Dispatch).
- Attend all required department trainings and meetings.
- Perform any other duties required by management.
Qualifications
- Prior customer service experience required, prior PBX/Operator experience, preferred.
- Must have strong communication, computer, and organizational skills.
- Maintain a professional business appearance, attitude, and performance.
- Ability to communicate both verbally and in writing in English with guests, management, and co-workers.
- Stand, walk or sit for an extended period or for an entire work shift.
- Must be able to work a variety of shifts, including weekends and holidays.
- Candidate must be able to work in a fast-paced environment and be able to handle multiple priorities.
PERKS AND BENEFITS:
- A culture of fun, inclusion, and growth
- Complimentary meals
- Health Insurance and matching 401(k) after one year
- Generous Paid Time Off offered after 90 days
- Performance-driven, ALL-IN culture
- Discounted associate rates at Omni properties nationwide
Omni Hotels & Resorts is an equal opportunity employer. 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.