Mokara - Front Desk Agent

Full-Time

Front Desk Agent

This team member will be responsible for providing an exceptional luxury arrival and departure experience consistent with Forbes Four-Star service standards, while serving as an ambassador throughout each 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.

As a Forbes Four-Star luxury hotel, Mokara Hotel & Spa is committed to delivering exceptional, personalized service experiences. Front Desk Agents are expected to uphold Forbes service standards by demonstrating professionalism, attention to detail, anticipatory guest service, and a passion for creating memorable guest experiences.

Front Desk Agents are also responsible for settling guest accounts upon check-out, resolving guest issues, and completing special requests. They work closely with all hotel departments, especially our Concierge, Bell-Door, and Ideal Services teams.

• Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures.
• Deliver personalized and anticipatory service in alignment with Forbes Four-Star standards.
• Empathetically listen to guest inquiries and provide appropriate responses.
• 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.
• Handle guest concerns with urgency, empathy, and professionalism while ensuring complete resolution.
• Recognize and respond to guest preferences to create memorable luxury experiences.
• Maintain a polished and professional appearance and demeanor at all times.
• Issue safe deposit boxes to guests and ensure security of key.
• 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 at all times of all hotel features/services, hours of operation, room types, numbers, layout, décor, appointments and locations, room rates, special packages, and promotions.

• 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.
• Ability to stand for entire shift.
• Previous customer service experience required.
• Previous hotel front desk experience is strongly preferred.
• Luxury hotel or Forbes-rated property experience preferred.
• Previous cashiering experience is preferred.
• Fluency in a foreign language is preferred.
• Previous guest relations training is preferred.
• Strong interpersonal skills with a passion for luxury hospitality and elevated guest service.
• Professional appearance and polished communication skills required.
• Ability to maintain composure and provide exceptional service in a fast-paced luxury environment.

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 discriminate on 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 to: applicationassistance@omnihotels.com.