Front Desk Agent

Omni Hotels & Resorts; Port Everglades (FL); On-site; USD 19,286 - 30,307; Full time

Job summary

Omni Fort Lauderdale Hotel is seeking a courteous Front Desk/Guest Services Associate to deliver seamless check-in and check-out experiences. You will greet guests, record preferences, and coordinate with housekeeping and other departments to ensure a smooth stay.

The ideal candidate has strong English communication, attention to detail, cash handling skills, and the ability to work flexible shifts, including weekends and holidays, while upholding Omni's Moments of Service standards.

Qualifications

• Previous front desk or customer service experience preferred.
• Excellent verbal and written English communication.
• Proficiency in inputting information into computer systems.
• Ability to work with multiple departments.
• Ability to perform accurate mathematical calculations.
• Flexible to work weekends and holidays.
• Cash handling experience preferred.

Responsibilities

• Process guest check-ins and check-outs per standards.
• Warmly welcome guests and address inquiries.
• Maintain accurate guest accounts and room preferences.
• Communicate guest needs to relevant departments.
• Handle cash transactions securely and accurately.
• Generate daily reports as required.
• Uphold hospitality standards and guest satisfaction.
• Resolve guest concerns with professionalism.

Skills

Customer service

Verbal communication

Attention to detail

Team collaboration

Problem solving

Shift flexibility

Cash handling

English proficiency

Tools

POS systems

Job description

Omni Fort Lauderdale Hotel The Omni Ft. Lauderdale Hotel is a 29-story hotel, located at 1950 Eisenhower Blvd, and connected directly to the Broward County Convention. The property offers 801 guest rooms and suites, multiple restaurants, a vibrant rooftop bar, a sprawling pool, spa, and fitness center. The hotel has over 120,000 square feet of indoor and outdoor meeting and event space, including a grand ballroom, junior ballroom, 25 breakout rooms and pre-function meeting space with waterfront views.

JOB PURPOSE

To deliver a seamless and memorable guest experience by efficiently managing the check-in and check-out process, handling guest needs and concerns throughout their stay and serving as the first and lasting impression of the hotel. This role ensures that every guest interaction is courteous, engaging, and professional, while maintaining accuracy in reservations, payments, and guest records.

ESSENTIAL JOB FUNCTIONS

• Process guest check-ins and check-outs in accordance with Omni's Moments of Service standards and Standard Operating Procedures.
• Warmly welcome guests, listen empathetically to inquiries, and provide accurate and helpful responses.
• Set up and maintain accurate guest accounts, ensuring preferences for room type, payment method, and other details are correctly recorded.
• Accurately block rooms in the system and fulfill any designated requirements.
• Pre-register designated guests and prepare key packets in advance for a seamless arrival experience.
• Communicate all guest information and special requests to the appropriate departments/personnel (e.g., housekeeping, concierge, amenities).
• Promptly address and resolve guest concerns or issues with professionalism and care, escalating when necessary.
• Maintain complete knowledge of all hotel services, amenities, hours of operations, local attractions, and directions in order to assist guests effectively.
• Uphold the highest standards of hospitality, ensuring every interaction reflects the hotel's values of courtesy, professionalism, and engagement.
• Follow all established procedures to ensure the safety and security of guests and the protection of their personal information.
• Maintain complete knowledge at all times of all hotel features, room types, layouts, and decor.
• Maintain complete knowledge of all room rates, current promotions, and special packages.
• Understand and execute all Omni accounting standards, ensuring accurate settlement of folios, routing of charges, and processing of adjustments.
• Maintain accurate and up-to-date guest history files.
• Accommodate room changes promptly and efficiently.
• Document all guest requests, complaints, or problems immediately and notify the appropriate department/personnel for resolution; follow up to ensure completion and guest satisfaction.
• Handle all cash transactions and handling accurately and securely in accordance with hotel policies.
• Generate, print, and distribute daily and weekly reports as required.
• Resolve discrepancies on the room status report in coordination with Housekeeping.
• Maintain familiarity with the hotel's phone and alarm systems.
• Provide knowledgeable suggestions on local attractions, dining, and businesses to enhance the guest experience.
• Deliver personalized and memorable service by utilizing the Power of One philosophy.
• Perform other duties and special projects as assigned by Front Office Management.
• Maintain strong relationships and clear communication with all hotel departments, including Housekeeping, Sales, and Engineering, to ensure smooth operations and guest satisfaction.

QUALIFICATIONS

• Previous hotel front desk and/or customer service experience is strongly preferred.
• Excellent verbal and written communication skills in English, with the ability to interact pleasantly and clearly with guests, management, and co-workers both in person and over the phone.
• Proficiency in accurately and efficiently inputting information into computer systems.
• Ability to work collaboratively with co-workers across all departments.
• Ability to compute accurate mathematical calculations.
• Ability to think quickly, make concise decisions, and solve problems effectively.
• Strong organizational skills with the ability to prioritize tasks and follow up as needed.
• Ability to work well under pressure, managing multiple guest arrivals and departures efficiently.
• Previous cashiering experience is preferred.
• Flexibility to work a variety of shifts, including weekends and holidays.

ENVIRONMENT & POSITION ANALYSIS

Move, bend, lift, carry, push, pull, and place objects weighing up to 50 pounds without assistance. Stand, walk or sit for an extended period or for the duration of work shift. Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire 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.