Front Desk Agent

Omni Hotels & Resorts; Rancho Mirage (CA); On-site; USD 32,000 - 42,000; Full time

Job summary

Omni Hotels & Resorts in Rancho Mirage, CA seeks a Front Desk Agent to deliver a five-star welcome and departure experience, acting as a resort ambassador throughout each guest’s stay. You will handle check-ins/outs, guest inquiries, and account settlements while coordinating with Concierge, Bell-Door, and Ideal Services teams.

The ideal candidate has strong customer service, communication, and multitasking skills, with prior hotel front desk experience preferred.

Qualifications

• Clear and pleasant English communication with guests and colleagues.
• Accurate input of information into computer systems.
• Ability to work cohesively with coworkers across departments.
• Compute accurate mathematical calculations for guest folios.
• Think clearly, quickly and make concise decisions.
• Prioritize, organize and follow up on requests.
• Stand for the entire shift and handle high guest volume.
• Previous customer service experience required.
• Front desk experience preferred; cashiering experience preferred.
• Fluency in a foreign language is a plus.
• Guest relations training is preferred.

Responsibilities

• Process guest check-ins and check-outs according to Moments of Service SOPs.
• Listen to guest inquiries and provide appropriate responses.
• Set up guest accounts with room type and payment details.
• Block rooms in the system and manage special requirements.
• Pre-register guests and prepare key packets.
• Communicate guest needs to relevant departments.
• Maintain confidentiality of guest and hotel information.
• Ensure security of guest room access and folios.
• Maintain guest history files and handle room changes promptly.
• Document guest requests or issues and follow up for satisfaction.
• Distribute daily and weekly reports and manage faxes.

Skills

Customer service

Communication

English fluency

Multitasking

Teamwork

Attention to detail

Problem solving

Cashiering experience

Guest relations

Under pressure

Job description

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.
• 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.