Front Desk Agent

Omni Hotels & Resorts; Houston (TX); On-site; USD 21,000 - 28,000; Full time

Job summary

Omni Hotels & Resorts seeks a Front Desk Associate in Houston to greet guests, handle check-ins/outs, and deliver outstanding service. You will manage guest folios, assist with billing inquiries, and communicate guest needs across departments.

Ideal candidates will have strong English communication, customer-service experience, and the ability to multitask in a fast-paced resort environment. Flexible schedule and professional appearance are required.

Qualifications

• Clear and pleasant English communication with guests and colleagues.
• Experience in customer service or cashiering is preferred.
• Able to input information accurately into computer systems and stay organized.
• Ability to handle high-pressure situations and maintain professionalism.

Responsibilities

• Maintain regular attendance per Omni standards and resort needs.
• Keep a professional appearance and wear uniform and name tag.
• Process guest check-ins/outs per Moments of Service and SOPs.
• Be knowledgeable of front desk operations, emergency procedures, and related scenarios.
• Assist with billing inquiries and manage guest folios.
• Listen empathetically to guest inquiries and respond appropriately.
• Set up accounts per guest preferences (room type, payment, etc.).
• Block rooms in the system and follow through on requirements.
• Pre-register guests and prepare key packets.
• Communicate guest information to relevant departments (special requests, amenities).
• Maintain confidentiality of guests and hotel information.
• Ensure accurate folio settlements and charges per Omni standards.
• Update requests and service opportunities for guests.
• Assist with room changes expediently.
• Document guest requests or issues and follow up for satisfaction.
• Familiarity with Front Desk systems and hotel amenities.
• Understand inter-department relationships (PBX, Guest Services, Housekeeping, F&B, Retail, Purchasing).
• Handle cash transactions in line with procedures.

Skills

Excellent communication

English proficiency

Customer service

Cash handling

Multitasking

Tools

POS system

Front desk software

Computer systems

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.
• To 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 equipments 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.