Five-Star Front Desk Agent | Guest Experience

Omni Hotels & Resorts; Town of Florida (NY); On-site; USD 32,000 - 45,000; Full time

Benefits offered by this job

Hands-on training

Growth opportunities

Pride in exceptional service

Job summary

Omni Amelia Island Resort & Spa is seeking a Front Desk Agent to deliver a five-star welcome and departure experience for each guest, serving as ambassadors throughout their stay. You will greet guests, provide information about the resort and local area, and assist with upselling and serving their needs.

Responsibilities include check-ins/outs, resolving guest inquiries, and coordinating with Concierge, Bell-Door, and Ideal Services teams to ensure seamless experiences.

Qualifications

• 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.
• Ability to stand for entire shift.
• Previous customer service experience.
• Previous hotel front desk experience is strongly preferred.
• Previous cashiering experience is preferred.
• Fluency in a foreign language is preferred.
• Previous guest relations training is preferred.

Responsibilities

• 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.
• Issue safe deposit boxes to guests and ensure security of key.
• Monitor, send and distribute guest faxes.
• Generate, print and distribute daily and weekly reports.
• Resolve discrepancies on the room status report with Housekeeping.
• 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.

Skills

Communication

Customer service

Data entry

Teamwork

Math skills

Decision making

Prioritization

Work under pressure

Stand for shift

Cashiering experience

Foreign language

Guest relations training

Job description

Omni Amelia Island Resort & Spa is seeking a Front Desk Agent to deliver a five-star welcome and departure experience for each guest, serving as ambassadors throughout their stay. You will greet guests, provide information about the resort and local area, and assist with upselling and serving their needs.

Responsibilities include check-ins/outs, resolving guest inquiries, and coordinating with Concierge, Bell-Door, and Ideal Services teams to ensure seamless experiences.