Front Desk Agent

Temps plein

Front Desk Agent

Overview:

This team member willbe responsible forproviding a five-star welcome and departure experience to each guest, as wellas,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 resort and local area, and offering our full range of upscale resort amenities and services to them. Front Desk Agents are also responsible for settling guest accounts upon check-out, resolving guestissuesand completing special requests. They work closely with all hoteldepartmentsespecially our Concierge, Bell-Doorand Ideal Services teams.

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 provideappropriate responses.

• Set upaccurateaccounts for each guestchecking inaccording to their preferences (room type, payment, etc.).

• Block roomsinthe computer and follow through on designated requirements.

• Pre-register designated guests and prepare key packets.

• Communicate pertinent guest information todesignateddepartments/personnel (i.e., special requests, amenity delivery).

• Maintain confidentiality of all guests and hotel information.

• Employ attention to detailin order toensure security of guest room access.

• Understand and execute all Omni accounting standards ensuringaccuratesettlement of folios, routing of charges and adjustments.

• Maintain guest history filesonall guests.

• Accommodateroom changesexpediently.

• Document all guest requests,complaintsor problemsimmediatelyand notify designated department/personnelfor resolvingthe situation. Follow up to ensure completion and guest satisfaction.

• Issue safe deposit boxes to guests and ensure security ofkey.

• Monitor, send and distribute guest faxes.

• Generate,printand distribute daily and weekly reports.

• 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, specialpackagesand 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 toaccurately and efficiently input informationinto computer systems.

• Ability to work cohesively with co-workers both within and outside of your department.

• Ability tocomputeaccuratemathematical calculations.

• Ability to think clearly, quickly and make concise decisions.

• Ability to prioritize,organizeand follow up.

• Ability to work well under pressure, dealing with many arrivals and departures within a short period of time.

• Ability to stand forentireshift.

• Previouscustomer service experience.

• Previoushotel front desk experience is strongly preferred.

• Previouscashiering experience is preferred.

• Fluency in a foreign language is preferred.

• Previousguest relations training is preferred.