Front Desk Agent

Full-Time

JOB DESCRIPTION

No Job Description for a position can possibly include all duties which may be requested by guest or required by the hotel. The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager. The following is a summary of the major responsibilities of the position.

DEPARTMENT: Rooms | Front Office

JOB TITLE: Front Desk Agent

REPORTS TO: Assistant Front Office Manager, Director of Front Office

JOB PURPOSE: To ensure appropriate checking in and checking out of guests and providing services to these guests in a courteous, professional and engaging manner.

ESSENTIAL JOB FUNCTIONS:

• Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures.
• 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.
• 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, decor, appointments and locations, room rates, special packages and promotions.

• Be familiar with the hotel’s phone and alarm system.

• Be familiar and able to offer suggestions on local attractions and businesses.
• Deliver personalized, memorable guest experiences by utilizing the Power of One.
• Perform other duties and special projects as assigned by Front Office Management.

QUALIFICATIONS:

• Previous hotel front desk and/or customer service experience is strongly preferred.
• 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 cashiering experience is preferred.

• Must be able 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 30 pounds without assistance. Stand, walk or sit for an extended period or for duration of work shift. Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.

TOOLS & EQUIPMENT:

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

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.