Rooms Front Office - Desk Agent

Job Overview

Omni Viking Lakes Hotel, a 320‑room luxury property in the 200‑acre Viking Lakes mixed‑use development, offers over 35,000 square feet of meeting space, a 7,500‑sq‑ft ballroom, an event center and six hospitality lounges. We are seeking a Front Desk Agent who will serve as the first point of contact for guests, providing a five‑star welcome and departure experience while acting as a hotel ambassador throughout the stay.

• Process guest check‑ins and check‑outs according to Omni's Moments of Service and Standard Operating Procedures.
• Listen empathetically to guest inquiries and provide appropriate responses.
• Create accurate guest accounts upon check‑in based on preferences (room type, payment, etc.).
• Support Omni Safe and Clean protocols related to Covid‑19 sanitation.
• Block rooms in the computer system and follow designated requirements.
• Pre‑register designated guests and prepare key packets.
• Communicate pertinent guest information to departments/personnel (special requests, amenity delivery).
• Maintain confidentiality of all guests and hotel information.
• Ensure security of guest room access with attention to detail.
• Execute accounting standards to settle folios, route charges, and process adjustments.
• Maintain guest history files and accommodate room changes promptly.
• Document all guest requests, complaints, or problems and notify designated personnel for resolution; follow up to ensure satisfaction.
• Issue safe deposit boxes and secure keys.
• Monitor, send, and distribute guest faxes.
• Generate, print, and distribute daily and weekly reports.
• Resolve discrepancies in room status reports with Housekeeping.
• Maintain comprehensive knowledge of hotel features, services, hours, room types, rates, packages, and promotions.

• Effective verbal and written communication in English.
• Accurate and efficient data entry.
• Team‑work ability within and across departments.
• Mathematical calculation competence.
• Clear, quick thinking and concise decision making.
• Prioritization, organization, and follow‑up skills.
• Ability to work well under pressure during high‑volume periods.
• Previous customer service experience.
• Preferred: prior hotel front desk, cashiering, guest relations training, or foreign language fluency.

• Stand or walk for an extended period throughout the shift.
• Perform repetitive motion tasks.
• Lift, carry, push, pull, and place objects up to 50 pounds without assistance.

• Interior hotel areas.
• Outdoor parking area.
• Occasional travel around property with exposure to outdoor weather.
• Exposure to hazardous chemicals.

• Radio, computer, printer, copier, telephone.

Salary starts at $20.00 per hour, based on experience. Full‑time associates are eligible for medical, dental, vision, paid maternity leave, 401(k), paid time off accrual, and additional discounts on spa and restaurant services, as well as corporate and educational benefits.

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available. We do not discriminate on the basis of any protected category with respect to the payment of wages.