Overnight Guest Service Representative

Omni San Francisco

Set amid the iconic charm and sweeping views of San Francisco, the Omni San Francisco Hotel offers a refined escape for both leisure and business travelers. Located in the heart of the Financial District, just moments from Union Square, the Embarcadero, and the city's most celebrated attractions, our four-star hotel seamlessly blends timeless luxury with contemporary style.

Guests can relax in beautifully appointed accommodations featuring plush comforts and elegant design, savor locally inspired cuisine at our signature restaurant, or enjoy a handcrafted cocktail in the warmth of our inviting lounge. Business travelers will appreciate our state-of-the-art meeting spaces, personalized service, and convenient access to major corporate offices and transportation hubs.

Whether you're here to explore San Francisco's renowned culinary scene, stroll through its historic neighborhoods, or host a productive business meeting in a setting of sophistication, the Omni San Francisco Hotel provides the perfect balance of comfort, service, and location.

We are equally dedicated to creating a culture of warmth, respect, and growth-where associates are empowered to deliver exceptional service, create memorable moments for our guests, and grow personally and professionally as part of a team that takes pride in genuine hospitality.

Discover a destination where classic elegance meets modern convenience - and every stay feels uniquely San Francisco.

The Overnight Guest Service Representative will be responsible for providing a five-star welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guest's stay.

Guest Service Representative make the first impression upon our guests by extending a warm welcome, providing information about the resort and local area, and offering our full range of upscale resort amenities and services to them. Guest Service Representative 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 our Concierge, Bell-Door and Ideal Services teams.

• 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.
• Speak to guests in a friendly, warm manner, making them feel welcome at the hotel.
• 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.
• 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.
• 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.
• Prepare the Daily Report (Daily Business Summary DBS) timely and accurately.
• Expeditious and diplomatic resolution of guest problems.
• Remain fully knowledgeable in all emergency procedures.
• Accurately prepare VIP, complimentary, house use rooms, and out of order lists.
• Ensure proper registration of guests and credit procedures are followed.
• Distribute all nightly reports.
• Generate, print and distribute daily and weekly reports
• Process guaranteed no show billings efficiently.
• Maintain current back up reports.
• Collect Reservation Deposits
• Work on Guest Engagement Meeting, highlighting Very Detailed Arrivals, Medallia Comments, Service Tracker and send communication to the hotel
• Handle Express Check-Outs ensuring their completion.
• Complete third shift Night Audit checklist and responsibilities are completed.

Computer and printer, telephone, pen/pencil, photo-copying machine, file folders, filing…