Front Desk Agent

Omni Hotels & Resorts; Fort Worth (TX); On-site; USD 32,000 - 45,000; Full time

Job summary

Omni Hotels & Resorts in Fort Worth seeks a Front Desk Agent to deliver a five-star welcome and departure experience. You will greet guests, provide information about the hotel and local area, and assist with upscale amenities and services to ensure a memorable stay.

In this role, you will process check-ins/check-outs, handle guest inquiries, and settle folios with accuracy. Strong English communication and prior customer service or front desk exposure are highly valued.

Qualifications

• Clear, polite English communication with guests, management and staff.
• Accurate input of guest information into computer systems.
• Ability to work cohesively with colleagues from all departments.
• Accurate mathematical calculations for billing and folios.
• Ability to think clearly and decide quickly under pressure.
• Proven customer service experience in hospitality or similar setting.
• Front desk experience and cash handling skills preferred.

Responsibilities

• Process guest check-ins and check-outs per SOPs.
• Listen to guest inquiries and provide appropriate responses.
• Set up guest accounts according to preferences (room type, payment).
• Block rooms in the system and manage designated requirements.
• Pre-register guests and prepare key packets.
• Communicate guest information to relevant departments.
• Maintain confidentiality of guest and hotel information.
• Ensure security of guest room access and keys.
• Settle folios and route charges per accounting standards.
• Maintain guest history files and monitor room changes expediently.
• Document guest requests or problems and follow up for satisfaction.
• Distribute faxes and generate daily/weekly reports.
• Keep knowledge of hotel features, hours, rates, and promotions.

Skills

English communication

Data entry

Team collaboration

Math proficiency

Decision making under pressure

Customer service experience

Front desk experience

Cash handling

Job description

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. 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
• 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