Front Desk Agent

Omni Homestead Resort & Spa; Hot Springs (VA); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player in hospitality is seeking a friendly and motivated Guest Service Representative to provide exceptional service to guests. In this dynamic role, you will be the first point of contact for visitors, ensuring their needs are met and creating memorable experiences. Responsibilities include managing check-ins and check-outs, responding to inquiries, and maintaining guest history files. This position offers a unique opportunity to thrive in a supportive environment that values respect and empowerment. If you have a passion for service and enjoy working in a fast-paced setting, this could be the perfect match for you.

Qualifications

• Previous customer service experience preferred.
• Ability to communicate clearly and efficiently.

Responsibilities

• Process guest check-ins and check-outs according to standards.
• Maintain confidentiality of all guests and hotel information.
• Document all guest requests and follow up for satisfaction.

Skills

Customer Service

Communication Skills

Mathematical Calculations

Problem Solving

Multitasking

Education

High School Diploma

Tools

Computer Systems

Job description

Location

The Omni Homestead Resort & Spa

Our employees are what make The Omni Homestead Resort & Spa what it is. Since 1766, they’ve helped us offer guests an opportunity to enjoy Southern hospitality at its best. Located in the Allegheny Mountains of Virginia, we are a four-season resort that boasts superb restaurant dining experiences, championship golf, spa, winter sports and numerous other activities ideal for families and corporate outings.

The Omni Homestead Resort & Spa’s associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Homestead Resort & Spa may be your perfect match.

Job Description

The Guest Service Representative is responsible to provide a warm welcome to all guests staying in the Hotel, ensuring all needs are met, anticipated whenever possible, and building and fostering relationships with new and repeat guests. Guest Service Representatives are expected to respond to all guests' requests expediently, assisting with dining, activity, and event reservations, additionally answering all inquiries accurately. Guest Service Representatives are expected to provide a prompt and efficient check-in and check-out experience, charge all guests appropriately, accommodate room-change requests expediently, and provide the most positive experience possible.

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

• Available for weekends and holidays, as well as mornings and evenings.
• Previous customer service experience preferred
• 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