Front Desk Agent

Omni Hotels & Resorts; Rancho Mirage (CA); On-site; USD 32,000 - 40,000; Full time

Job summary

Omni Hotels & Resorts is seeking a Front Desk Agent at the Rancho Las Palmas Resort & Spa in California. This role provides a five-star welcome and departure experience for guests, handling check-ins, check-outs, and guest inquiries effectively.

Ideal candidates will have previous hotel front desk experience, strong communication skills, and an ability to work under pressure in a fast-paced environment.

Qualifications

• Excellent verbal and written communication skills.
• Ability to input information efficiently into systems.
• Ability to handle high-pressure situations with multiple arrivals and departures.
• Standing for the entire shift is required.

Responsibilities

• Process guest check-ins and check-outs according to Omni’s standards.
• Listen empathetically to guest inquiries and respond appropriately.
• Maintain confidentiality of all guests and hotel information.
• Communicate guest information to relevant departments.
• Resolve guest complaints immediately and follow up for satisfaction.

Skills

Clear communication in English

Computer information input

Customer service experience

Mathematical calculations

Ability to work under pressure

Previous hotel front desk experience

Fluency in a foreign language

Job description

Omni Rancho Las Palmas Resort & Spa

The 444‑room Rancho Las Palmas Resort & Spa is classic Rancho Mirage re‑imagined for the 21st‑century traveler. Our luxurious Palm Springs hotel rooms surround you in Spanish Colonial‑inspired style and a soothing desert palette of beige, sand, and ivory. With plenty of space for your peace and quiet, you’ll also open French doors to your very own private patio or balcony where the warm desert air and breathtaking views await.

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. They are also responsible for settling guest accounts upon check‑out, resolving guest issues, and completing special requests, working closely with all hotel departments including 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 or personnel (special requests, amenity delivery).
• Maintain confidentiality of all guests and hotel information.
• Employ attention to detail to ensure security of guest room access.
• Understand and execute all Omni accounting standards to ensure 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 or 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 and 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, in person and by telephone.
• Ability to accurately and efficiently input information into computer systems.
• Ability to work cohesively with co‑workers within and outside the 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 the 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.

Equal Employment Opportunity

Omni Hotels & Resorts is an Equal Opportunity/AA/Disability/Veteran Employer. We do not discriminate on the basis of any protected category with respect to the payment of wages. If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to [e-mail].