Five-Star Front Desk Concierge

Omni Hotels & Resorts; Boston (MA); On-site; USD 38,000 - 53,000; Full time

Job summary

Omni Hotels & Resorts in Boston is seeking a Front Desk Agent to provide a warm, five‑star welcome and departure experience. You’ll assist guests, offer information on local attractions, and handle check-ins/check-outs with attention to guest preferences, ensuring accurate folio settlements and privacy.

The role requires a polished, professional demeanor, excellent English communication, and ability to multi‑task in a fast‑paced luxury setting.

Qualifications

• Luxury hotel front desk experience preferred.
• Ability to stand for entire shift.
• Customer service oriented with multitasking and attention to detail.
• Strong English written and verbal communication.
• Familiarity with payroll systems and Microsoft Office.

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.
• To be fully acquainted with different points of interest.
• Ensure the public areas (lobby) is maintained, clean and tidy by partnering with the Housekeeping Department.
• Responsible for a bank and all cash handling procedures.
• Accept other special duties as required by management.
• Interact with other departments to ensure that guests’ needs are satisfied.
• Speak to guests in a friendly, warm manner, making them feel welcome at the hotel.
• To proactively work to seek out ways in which to improve the hotel experience for our guests.
• Handling of special requests; i.e. flowers, amenities, gifts, rental cars, forwarding luggage, private planes, sight‑seeing tours, etc.
• Encourages and builds mutual trust, respect and cooperation among co-workers. Treats co-workers fairly and equitably.
• Maintain a professional, neat and organized appearance according to Omni Boston Seaport standards.
• Respond swiftly and effectively in any emergency or safety situations. Ensure a safe working and guest environment to reduce the risk of injury or accident.
• Attend all required department trainings and meetings.
• Perform any other duties required by management.

Skills

Customer service

Multi-tasking

Detail orientation

Organization skills

Communication skills

Problem-solving

Punctuality

Guest engagement

Professional demeanor

Tools

Property Management Systems

Payroll systems

Microsoft Office

Job description

Omni Hotels & Resorts in Boston is seeking a Front Desk Agent to provide a warm, five‑star welcome and departure experience. You’ll assist guests, offer information on local attractions, and handle check-ins/check-outs with attention to guest preferences, ensuring accurate folio settlements and privacy.

The role requires a polished, professional demeanor, excellent English communication, and ability to multi‑task in a fast‑paced luxury setting.