Front Desk Agent

Omni Hotels & Resorts; New Orleans (LA); On-site; USD 32,000 - 42,000; Full time

Job summary

Omni Royal Orleans, a luxury hotel in New Orleans, seeks a Front Desk Agent to welcome guests and set the tone for their stay. You will greet guests, provide information about the resort and local area, and promote upscale amenities and services.

The role includes handling check-ins/outs, settling folios, resolving guest issues, and collaborating with Concierge, Bell/Door and Ideal Services teams to ensure a seamless guest experience.

Qualifications

• Must have strong customer service experience.
• English communication skills required.
• Able to input information accurately into computer systems.
• Ability to work cohesively with team.
• Strong mathematical and cashiering aptitude.
• Ability to work under pressure during peak arrivals.
• Standing for the entire shift required.
• Front desk experience preferred.
• Cashiering experience preferred.
• Fluency in a foreign language preferred.
• Guest relations training preferred.

Responsibilities

• Process guest check-ins and check-outs according to Omni's Moments of Service and SOPs.
• Empathetically listen to guest inquiries and provide appropriate responses.
• Set up accurate accounts based on guest 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 departments for special requests.
• Maintain confidentiality of all guests and hotel information.
• Ensure security of guest room access and report discrepancies.
• Understand and execute accounting standards for folios and charges.
• Maintain guest history files and accommodate room changes quickly.
• Document guest requests or problems and follow up for satisfaction.
• Issue safe deposit boxes and manage key security.
• Monitor, send and distribute guest faxes; generate reports.
• Maintain knowledge of hotel features, hours, rates, packages and promotions.

Skills

Customer service

Communication

Teamwork

Math skills

Decision making

Prioritization

Working under pressure

Stamina

Front desk experience

Cashiering experience

Foreign language

Guest relations training

Education

Job description

Omni Royal Orleans offers graceful elegance in a New Orleans French Quarter hotel. Located on the most fashionable corner, St. Louis at Royal, the hotel has received the four-diamond luxury award for over 30 years and has earned the Pinnacle Award for meeting services. Our full property renovation incorporates modern amenities with classic design in our guest rooms, including iconic wrought iron balconies and redesigned public spaces inspired by liveliness of the area's culture through various color palettes and artwork.

Omni Royal Orleans' 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 Royal Orleans Hotel may be your perfect match.

Overview:

This team member will be 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 resort and local area, and offering our full range of upscale resort 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.
• Ability to stand for entire shift.
• 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.

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.