Guest Services Representative

Guest Services Representative

Job Location s:
San Francisco, CA – Omni San Francisco Hotel, a four‑star Omni property offering a vibrant cultural scene, world‑class dining, and championship athletic teams.

Guest Services Representatives are responsible for delivering a five‑star welcome and departure experience to each guest, serving as ambassadors throughout the guest’s stay. They make the first impression by extending a warm welcome, providing information about the hotel and local area, and offering the full range of upscale hotel amenities and services. Guest Services Agents also settle guest accounts upon check‑out, resolve guest issues, and complete special requests.

Open availability is required.

• 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.
• 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.

• 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, hotel front desk experience preferred.
• Open availability required.

Pay: $35.09 hourly rate.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Omni Hotels & Resorts is an equal opportunity employer. The EEO poster and its supplement are available in the following links: EEOC is the Law Poster and the OFCCP’s Pay Transparency Nondiscrimination policy statement.

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 applica