Front Desk Agent

Position Overview

The ideal candidate will have excellent communication skills, a positive attitude, and a passion for delivering outstanding guest service. As the first point of contact for our guests, you will play a key role in ensuring their stay is enjoyable and memorable.

• Maintain regular attendance in compliance with Omni standards, as required by scheduling which will vary according to the needs of the resort.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and name tag when working.
• Process guest check-ins and check-outs according to Omni's Moments of Service and Standard Operating Procedures.
• Be thoroughly knowledgeable of all Front and PBX Moments of Service scenarios, emergency procedures and execute to standard.
• Assist with billing inquiries and be knowledgeable of all details included within guest folios.
• 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, etc.).
• Maintain confidentiality of all guests and hotel information.
• Use attention to detail to understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments.
• Maintain and update requests and service opportunities for 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.
• Be familiar with all systems and equipment as related to the Front Desk.
• Be familiar with all hotel amenities (Wireless Internet, Select Guest/GHA Discovery Program, Laundry Services, and Omni Kids Program).
• Be familiar with all hotel facilities (F&B outlets, Membership, Business Center, Coffee Market, Retail Shops, Fitness Center, Spa, Kids Club, and Golf Pro Shops).
• Be familiar with the inter‑relationship between the different departments (PBX, Guest Services, Housekeeping, F&B outlets, Retail, and Purchasing).
• Understand and perform cash handling processes.
• Deliver personalized, memorable guest experiences by utilizing the Power of One.
• Assist management with miscellaneous front office tasks including but not limited to: organizing, filing, and delivering requested items to guests.
• Complete other duties as assigned by management.

• Ability to clearly and pleasantly communicate in English, both verbally and written, 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 prioritize, organize, follow up, and work well under pressure. Previous customer service experience and cashiering is preferred.
• Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays.
• Ability to stand for the full duration of a scheduled shift.

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 of any protected category with respect to the payment of wages.