Front Desk Agent

Overview 

Front Desk Agents are responsible for providing a five-star welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guest’s stay. Front Desk Agents make the first impression upon our guests by extending a warm welcome, providing information about the hotel and local area, and offering our full range of upscale hotel amenities and services to them.

Responsibilities

Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedure

Set up accurate accounts for each guest checking in according to their 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

Employ attention to detail in order to ensure security of guest room access. 

Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments

Maintain guest history files on all guests

Accommodate room changes expediently

Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction

Monitor, send and distribute guest faxes

Resolve discrepancies on the room status report with Housekeeping 

Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and 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 both within and outside of your department

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 of time

Previous hotel front desk experience is strongly preferred

Previous cashiering experience is preferred

Previous guest relations/customer service training is preferred