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Front Desk Agent | Full Time

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Omni Hotels & Resorts

22d ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    Hospitality & Retail
  • Louisville

AI generated summary

  • You must communicate well in English, input data accurately, handle pressure, and have customer service experience. Hotel front desk, cashiering, and guest relations training preferred. Flexible schedule needed.
  • You will handle guest check-ins/outs, address inquiries, manage accounts, communicate requests, maintain confidentiality, resolve issues, and stay informed on hotel features and services.

Requirements

  • 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 customer service experience required.
  • Previous hotel front desk experience is strongly preferred.
  • Previous cashiering experience is preferred.
  • Previous guest relations training is preferred.
  • Must be able to work a flexible schedule to include nights, weekends and holidays.
  • STAR Certification Required.

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 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.
  • 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.
  • Generate, print and distribute daily and weekly reports.
  • Resolve discrepancies on the room status report with Housekeeping.
  • Maintain company issued bank.
  • 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.
  • Must be able to answer telephone calls in an ideal services environment.
  • Other duties as assigned by management.

FAQs

What are the primary responsibilities of a Front Desk Agent?

Front Desk Agents are responsible for providing a five-star welcome and departure experience, processing guest check-ins and check-outs, addressing guest inquiries, setting up guest accounts, and maintaining confidentiality of all guest information.

Is previous experience in customer service required for this position?

Yes, previous customer service experience is required, and previous hotel front desk experience is strongly preferred.

Are Front Desk Agents expected to work flexible hours?

Yes, Front Desk Agents must be able to work a flexible schedule to include nights, weekends, and holidays.

What skills are essential for a Front Desk Agent?

Essential skills include the ability to communicate clearly and pleasantly, accurately input information into computer systems, work cohesively with co-workers, and prioritize and organize tasks effectively.

Is there any specific certification required for this role?

Yes, STAR Certification is required for this position.

How does the Front Desk Agent maintain guest privacy?

Front Desk Agents must maintain confidentiality of all guests and hotel information, employing attention to detail to ensure the security of guest room access.

What kind of reports are Front Desk Agents responsible for generating?

Front Desk Agents are responsible for generating, printing, and distributing daily and weekly reports.

What should I do if I need assistance applying for this job?

If you need special assistance to apply for a posted position, you can send an email to applicationassistance@omnihotels.com.

Do Front Desk Agents interact with other hotel departments?

Yes, Front Desk Agents work closely with all hotel departments, especially the Valet, Bell, and Ideal Services teams.

Is cashiering experience beneficial for this role?

Yes, previous cashiering experience is preferred for Front Desk Agents.

Omni Hotels & Resorts

Travel & Leisure
Industry
10,001+
Employees
1958
Founded Year

Mission & Purpose

Omni Hotels and Resorts creates genuine, authentic guest experiences at 50 distinctive luxury hotels and resorts in leading business gateways and leisure destinations across North America. From exceptional golf and spa retreats to dynamic business settings, each Omni Hotel and Resort showcases the local flavor of the destination while featuring four-diamond services, signature restaurants, Wi-Fi connectivity and unique wellness options. Known for its award-winning, personalized service, Omni Hotels leaves a lasting impression with every customer interaction, with a heightened level of recognition and rewards delivered through its Select Guest loyalty program and the company's "Power of One"​ associate empowerment program.