Five-Star Front Desk Concierge

Omni Hotels & Resorts; Indianapolis (IN); On-site; USD 32,000 - 42,000; Full time

Job summary

Omni Severin Hotel in downtown Indianapolis is seeking a Front Desk Agent to deliver a five-star welcome and departure experience, act as a guest ambassador, and support a range of upscale resort services. You will initiate guest accounts, resolve issues, and collaborate with Concierge, Bell-Door, and Ideal Services teams during stays.

The role requires excellent communication, accurate data entry, and the ability to manage multiple check-ins/check-outs with discretion.

Qualifications

• Ability to clearly and pleasantly communicate 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

Customer service

Communication skills

Data entry

Teamwork

Problem solving

Attention to detail

Work under pressure

Multilingual (preferred)

Cashiering experience (preferred)

Foreign language fluency (preferred)

Tools

Front desk software

Job description

Omni Severin Hotel in downtown Indianapolis is seeking a Front Desk Agent to deliver a five-star welcome and departure experience, act as a guest ambassador, and support a range of upscale resort services. You will initiate guest accounts, resolve issues, and collaborate with Concierge, Bell-Door, and Ideal Services teams during stays.

The role requires excellent communication, accurate data entry, and the ability to manage multiple check-ins/check-outs with discretion.