Front Desk Agent

Omni Hotels & Resorts; Houston (TX); On-site; USD 30,000 - 40,000; Full time

Job summary

Omni Hotels & Resorts in Houston is seeking a dedicated team member to provide outstanding guest service. The role involves processing check-ins and check-outs, responding to inquiries, and maintaining high hospitality standards.

Ideal candidates will possess excellent communication skills, a customer service background, and the ability to work under pressure. Flexibility in scheduling is essential for this position.

Qualifications

• Ability to communicate clearly and pleasantly in English, both verbally and written.
• Ability to accurately input information into computer systems.
• Ability to prioritize, organize, and work well under pressure.

Responsibilities

• Process guest check-ins and check-outs according to procedures.
• Respond to guest inquiries with empathy.
• Maintain confidentiality of all guests and hotel information.
• Document guest requests, complaints, or problems immediately.

Skills

Communication skills

Customer service experience

Ability to work under pressure

Flexible schedule availability

Job description

Position Overview

The ideal candidate will have excellent communication skills, a positive attitude, and a passion for delivering outstanding guest service. As the first point of contact for our guests, you will play a key role in ensuring their stay is enjoyable and memorable.

Key Responsibilities

• Maintain regular attendance in compliance with Omni standards, as required by scheduling which will vary according to the needs of the resort.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and name tag when working.
• Process guest check-ins and check-outs according to Omni's Moments of Service and Standard Operating Procedures.
• Be thoroughly knowledgeable of all Front and PBX Moments of Service scenarios, emergency procedures and execute to standard.
• Assist with billing inquiries and be knowledgeable of all details included within guest folios.
• 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, etc.).
• Maintain confidentiality of all guests and hotel information.
• Use attention to detail to understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments.
• Maintain and update requests and service opportunities for 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.
• Be familiar with all systems and equipment as related to the Front Desk.
• Be familiar with all hotel amenities (Wireless Internet, Select Guest/GHA Discovery Program, Laundry Services, and Omni Kids Program).
• Be familiar with all hotel facilities (F&B outlets, Membership, Business Center, Coffee Market, Retail Shops, Fitness Center, Spa, Kids Club, and Golf Pro Shops).
• Be familiar with the inter‑relationship between the different departments (PBX, Guest Services, Housekeeping, F&B outlets, Retail, and Purchasing).
• Understand and perform cash handling processes.
• Deliver personalized, memorable guest experiences by utilizing the Power of One.
• Assist management with miscellaneous front office tasks including but not limited to: organizing, filing, and delivering requested items to guests.
• Complete other duties as assigned by management.

Qualifications

• Ability to clearly and pleasantly communicate in English, both verbally and written, 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 prioritize, organize, follow up, and work well under pressure. Previous customer service experience and cashiering is preferred.
• Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays.
• Ability to stand for the full duration of a scheduled shift.

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.