Front Desk Agent

Omni Hotels & Resorts; Charlottesville (VA); On-site; USD 21,000 - 30,000; Full time

Job summary

Omni Charlottesville Hotel is a premier full-service hotel in downtown Charlottesville, Virginia, blending Southern charm with contemporary comfort. The recently renovated 205 guest rooms and suites offer scenic views of historic Charlottesville or the Blue Ridge foothills, complemented by thoughtful amenities for both business and leisure travelers.

Front Desk Agents are responsible for providing a five-star welcome and departure experience and serving as ambassadors throughout the guest's

Qualifications

• Clear and pleasant English communication with guests and colleagues.
• Accurate data entry into computer systems.
• Ability to work cohesively with team members.
• Strong numerical and math calculation abilities.
• Ability to stay calm under pressure and multitask.

Responsibilities

• Process guest check-ins and check-outs according to Omni's Moments of Service and SOP.
• Set up accurate accounts for each guest according to preferences.
• Block rooms in the computer and follow through on designated requirements.
• Pre-register designated guests and prepare key packets.
• Communicate guest information to relevant departments.
• Maintain confidentiality of all guests and hotel information.
• Ensure security of guest room access and accurate folio settlement.
• Maintain guest history files and accommodate room changes expediently.
• Document guest requests or complaints and follow up for satisfaction.
• Monitor and distribute guest faxes; coordinate with Housekeeping on room status.
• Maintain knowledge of hotel features, hours, rates, and promotions.

Job description

Omni Charlottesville Hotel

Omni Charlottesville Hotel is a premier full-service hotel in downtown Charlottesville, Virginia, blending Southern charm with contemporary comfort. The recently renovated 205 guest rooms and suites offer scenic views of historic Charlottesville or the Blue Ridge foothills, complemented by thoughtful amenities for both business and leisure travelers. On-site features include indoor and outdoor pools, a fully equipped fitness center, and over 14,000 square feet of flexible meeting and event space, ideal for corporate events, weddings, and social gatherings. Dining at The Conservatory and The Hillock Neighborhood Kitchen celebrates the region's culinary spirit and provides welcoming spaces for connection.

At Omni, we are driven by a bold vision: to become the best hospitality company in America, delivering exceptional experiences for every guest, every day.

Overview

Front Desk Agents are 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 hotel and local area, and offering our full range of upscale hotel amenities and services to them.

Responsibilities

• Process guest check-ins and check-outs according to Omni's Moments of Service and Standard Operating Procedure


• 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


• Monitor, send and distribute guest faxes


• 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


• Previous hotel front desk experience is strongly preferred


• Previous cashiering experience is preferred


• Previous guest relations/customer service training is preferred

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

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.