Front Desk Agent

Omni Hotels & Resorts; Oklahoma City (OK); On-site; USD 32,000 - 48,000; Full time

Job summary

Omni Oklahoma City Hotel is seeking a Front Desk Agent to deliver a five-star welcome and departure experience. You will be the first and last impression for guests, share information about the resort and local area, and showcase our upscale amenities and services to them.

You will settle guest accounts at checkout, resolve guest issues, handle special requests, and collaborate with Concierge, Bell-Door and Ideal Services teams to ensure guest satisfaction.

Qualifications

• Clear and pleasant English communication with guests, management and co-workers.
• Accurate and efficient input of information into computer systems.
• Ability to work cohesively with co-workers within and outside of your department.
• Ability to perform 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 with many arrivals/departures.
• Previous customer service experience.
• Front desk experience preferred.
• Cashier experience preferred.
• Foreign language fluency preferred.
• Guest relations training preferred.
• Able to stand for extended periods (8 hours/shift).
• Able to lift, push, pull and carry moderate weight.

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 for each guest 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 for special requests.
• Maintain confidentiality of all guests and hotel information.
• Ensure security of guest room access and handle folio routing and adjustments.
• Maintain guest history files and knowledge of hotel features, hours, rooms, and promotions.
• Document guest requests and issues promptly and follow up for satisfaction.
• Issue safe deposit boxes to guests and manage keys.
• Distribute guest faxes and generate daily/weekly reports.
• Resolve discrepancies on the room status report with Housekeeping.
• Keep up-to-date knowledge of hotel services, rates and promotions.

Skills

English communication

Data entry

Team collaboration

Math calculations

Decision making

Prioritization & organization

Working under pressure

Customer service experience

Front desk experience

Cashier experience

Foreign language

Guest relations training

Standing long hours

Lifting and carrying

Job description

Omni Oklahoma City Hotel

Come and join our team at this 605-room convention center hotel in the heart of downtown Oklahoma City. Our luxury hotel is located next to the Paycom Center (OKC Thunder), the Oklahoma Convention Center and across the street from the 70-acre Scissortail Park. The property includes Mokara Spa, six food & beverage outlets, 76,000 square feet of meeting and event space, a retail outlet, fitness center, and rooftop pool.

Omni Oklahoma City Hotel’s associates enjoy a dynamic and exciting work environment, comprehensive training, along with the pride that comes from working for a company with a reputation for exceptional service. If you are a friendly, motivated person, with a passion to serve others, the Omni Oklahoma City Hotel may be your perfect match.

Front Desk Agent

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.
• 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.
• Ability to stand for extended periods of time (at least 8 hours/shift).
• Must be able to lift, push, pull, and carry moderate weight.
• Must be able to walk/stand for extended periods of time, with frequent bending and twisting.

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.