Front Desk Agent

Tiempo Completo

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

• 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)
• • 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

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.

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 discriminateon the basis ofany 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 toapplicationassistance@omnihotels.com.