Front Desk Agent

Temps plein

JOB PURPOSE: To deliver a seamless and memorable guest experience by efficiently managing

the check-in and check-out process, handling guest needs and concerns throughout their stay,

and serving as the first and lasting impression of the hotel. This role ensures that every guest

interaction is courteous, engaging, and professional, while maintaining accuracy in reservations,

payments, and guest records.

ESSENTIAL JOB FUNCTIONS:

• Process guest check-ins and check-outs in accordance with Omni’s Moments of Service standards and Standard Operating Procedures.
• Warmly welcome guests, listen empathetically to inquiries, and provide accurate and helpful responses.
• Set up and maintain accurate guest accounts, ensuring preferences for room type, payment method, and other details are correctly recorded.
• Accurately block rooms in the system and fulfill any designated requirements.
• Pre-register designated guests and prepare key packets in advance for a seamless arrival experience.
• Communicate all guest information and special requests to the appropriate departments/personnel (e.g., housekeeping, concierge, amenities).
• Promptly address and resolve guest concerns or issues with professionalism and care, escalating when necessary.
• Maintain complete knowledge of all hotel services, amenities, hours of operations, local attractions, and directions in order to assist guests effectively.
• Uphold the highest standards of hospitality, ensuring every interaction reflects the hotel’s values of courtesy, professionalism, and engagement.
• Follow all established procedures to ensure the safety and security of guests and the protection of their personal information.
• Maintain complete knowledge at all times of all hotel features, room types, layouts, and décor.
• Maintain complete knowledge of all room rates, current promotions, and special packages.
• Understand and execute all Omni accounting standards, ensuring accurate settlement of folios, routing of charges, and processing of adjustments.
• Maintain accurate and up-to-date guest history files.
• Accommodate room changes promptly and efficiently.
• Document all guest requests, complaints, or problems immediately and notify the appropriate department/personnel for resolution; follow up to ensure completion and guest satisfaction.
• Handle all cash transactions and handling accurately and securely in accordance with hotel policies.
• Generate, print, and distribute daily and weekly reports as required.
• Resolve discrepancies on the room status report in coordination with Housekeeping.
• Maintain familiarity with the hotel’s phone and alarm systems.
• Provide knowledgeable suggestions on local attractions, dining, and businesses to enhance the guest experience.
• Deliver personalized and memorable service by utilizing the Power of One philosophy.
• Perform other duties and special projects as assigned by Front Office Management.
• Maintain strong relationships and clear communication with all hotel departments, including Housekeeping, Sales, and Engineering, to ensure smooth operations and guest satisfaction.

QUALIFICATIONS:

• Previous hotel front desk and/or customer service experience is strongly preferred.
• Excellent verbal and written communication skills in English, with the ability to interact pleasantly and clearly with guests, management, and co-workers both in person and over the phone.
• Proficiency in accurately and efficiently inputting information into computer systems.
• Ability to work collaboratively with co-workers across all departments.
• Ability to compute accurate mathematical calculations.
• Ability to think quickly, make concise decisions, and solve problems effectively.
• Strong organizational skills with the ability to prioritize tasks and follow up as needed.
• Ability to work well under pressure, managing multiple guest arrivals and departures efficiently.
• Previous cashiering experience is preferred.
• Flexibility to work a variety of shifts, including weekends and holidays.

ENVIRONMENT & POSITION ANALYSIS:

• Move, bend, lift, carry, push, pull, and place objects weighing up to 50 pounds without assistance. Stand, walk or sit for an extended period or for the duration of work shift. Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.

TOOLS & EQUIPMENT:

• Desktop computer (OperaCloud, GoConcierge, SALTO, Synergy, Windows, Microsoft Office), printer, telephone, copier, fax machine, two-way radio dispatch, scanner