Front Desk Agent

Omni Hotels & Resorts; Atlanta (GA); On-site; USD 21,000 - 29,000; Full time

Job summary

Omni Atlanta Hotel at Centennial Park invites a friendly, motivated individual to join our team as Front Desk Agent. You will welcome guests with five-star service, provide resort information, and assist with local area guidance during the guest stay.

You will settle accounts at checkout, handle guest requests, and collaborate with Concierge, Bell-Door and Ideal Services teams to ensure a seamless experience.

Qualifications

• Clear and pleasant English communication with guests and colleagues.
• Accurate data entry into computer systems.
• Ability to work cohesively with coworkers.
• Strong mathematical calculation skills.
• Think clearly, quickly and make concise decisions.
• Prioritize, organize and follow up.
• Ability to work under pressure during peak check-in/out times.
• Must be able to stand for the entire shift.
• Previous customer service experience.
• Front desk and cashiering experience preferred.
• Foreign language fluency preferred.
• Guest relations training preferred.

Responsibilities

• Process guest check-ins and check-outs per Omni Moments of Service and SOPs.
• Empathetically listen to guest inquiries and respond appropriately.
• Set up guest accounts according to preferences (room type, payment).
• Block rooms in the system and manage designated requirements.
• Pre-register designated guests and prepare key packets.
• Communicate pertinent guest information to departments for requests.
• Maintain confidentiality of all guests and hotel information.
• Ensure security of guest room access.
• Settle folios and route charges per Omni accounting standards.
• Maintain guest history files.
• Accommodate room changes expediently.
• Document guest requests or problems and follow up for satisfaction.
• Issue safe deposit boxes and manage keys.
• Monitor, send and distribute guest faxes.
• Generate daily and weekly reports.
• Resolve discrepancies on the room status report with Housekeeping.
• Know hotel features, hours, room types, rates, packages and promotions.

Skills

Communication

Data entry

Teamwork

Math skills

Decision making

Prioritization

Stress tolerance

Stamina

Customer service

Front desk experience

Cash handling

Foreign language

Guest relations

Job description

Omni Atlanta Hotel at Centennial Park Luxurious comfort embraces pure style at the elegant, four-diamond Omni Hotel at Centennial Park. Located in the heart of downtown Atlanta within the bustling Centennial Park District, this luxury hotel treats you to views of the spectacular downtown skyline and picturesque Centennial Olympic Park. The Omni Atlanta Hotel at Centennial Park is connected to Philips Arena and the Georgia World Congress Center and is in close proximity to the Mercedes-Benz Stadium.

Associates enjoy a fun, dynamic and exciting work environment, comprehensive training, and mentoring, along with the pride that comes from working for a company with a reputation of exceptional service. We embody a culture of respect, gratitude, and empowerment.

If you are a friendly, motivated person, with a passion to serve, the Omni Atlanta Hotel at Centennial Park may be your perfect match!

Front Desk Agent

Overview:

This team member 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. Front Desk Agents 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. Front Desk Agents 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.

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.

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.

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer.

The EEO is the Law poster is available using the following link:

EEOC is the Law Poster.

Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.