Overnight Front Desk Agent

Overview

Omni Mount Washington Resort & Spa, located in Bretton Woods, New Hampshire, is historic in origin and gracious in ambiance with generous amenities. A favorite New England retreat of presidents, poets and celebrities, the hotel delights every sense with enchanting music, refined dining and luxurious décor. Omni Mount Washington Resort & Spa's associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service.

We embody a culture of respect, gratitude and empowerment each day. If you are a friendly, motivated person, with a passion to serve others, the Omni Mount Washington Resort & Spa may be your perfect match.

Front Desk Agents are responsible for providing a five-star welcome and departure experience to each guest, as well as serving as ambassadors throughout the guest’s stay. Front Desk Agents make the first impression by extending a warm welcome, providing information about the hotel and local area, and offering our full range of upscale hotel amenities and services to guests. They 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 Concierge, Bell-Door and Ideal Services teams.

• High school diploma or equivalent
• 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 (e.g., special requests, amenity delivery)
• Maintain confidentiality of all guests and hotel information
• Attend to security of guest room access with attention to detail
• Understand and execute 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 resolution; follow up to ensure completion and guest satisfaction
• Issue safe deposit boxes to guests and ensure security of keys
• Monitor, send and distribute guest faxes
• Generate, print and distribute daily and weekly reports
• Resolve discrepancies on the room status report with Housekeeping
• Maintain knowledge of hotel features/services, hours, room types, layout, decor, rates, packages and promotions

• Ability to clearly and pleasantly communicate 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 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 with many arrivals and departures
• Previous customer service experience
• Previous hotel front desk experience strongly preferred
• Previous cashiering experience preferred
• Fluency in a foreign language preferred
• Previous guest relations training preferred
• Ability to work nights, weekends, and holidays
• Full-time or part-time, on-call positions available

Omni Hotels and Resorts is an Equal Opportunity Employer.