Front Desk Agent

Omni Hotels & Resorts

About the Role

A Front Desk Agent is responsible for providing a five-star welcome and departure experience, serving as an ambassador throughout the guest's stay. This role makes the first impression by extending a warm welcome, providing information about the resort and local area, and offering resort amenities and services.

Key Responsibilities

• Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures.
• Empathetically listen to guest inquiries and provide appropriate responses.
• Set up accurate guest accounts according to preferences (room type, payment, etc.).
• Block rooms in the computer and follow through on designated requirements.
• Pre-register designated guests and prepare key packets.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Maintain confidentiality of all guests and hotel information.
• Ensure security of guest room access.
• Execute Omni accounting standards for accurate settlement of folios, routing of charges, and adjustments.
• Maintain guest history files.
• Accommodate room changes expediently.
• Document all guest requests, complaints, or problems immediately and notify designated personnel for resolution. Follow up to ensure completion and guest satisfaction.
• Issue safe deposit boxes to guests and ensure key security.
• Monitor, send, and distribute guest faxes.
• Generate, print, and distribute daily and weekly reports.
• Resolve discrepancies on the room status report with Housekeeping.
• Maintain complete knowledge of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments, locations, room rates, special packages, and promotions.

Qualifications

• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management, and co-workers, both in person and by telephone.
• Ability to accurately and efficiently input information into computer systems.
• Ability to work cohesively with co-workers.
• Ability to compute accurate mathematical calculations.
• Ability to think clearly, quickly, and make concise decisions.
• Ability to prioritize, organize, and follow up.
• Ability to work well under pressure, dealing with many arrivals and departures within a short period.
• Previous customer service experience.
• Previous hotel front desk experience is strongly preferred.
• Previous cashiering experience is preferred.
• Fluency in a foreign language is preferred.
• Previous guest relations training is preferred.
• Ability to stand for extended periods of time (at least 8 hours/shift).
• Must be able to lift, push, pull, and carry moderate weight.
• Must be able to walk/stand for extended periods of time, with frequent bending and twisting.