Front Desk Agent

PERG online; Tempe (AZ); On-site; USD 21,000 - 28,000; Full time

Job summary

Omni is seeking a Front Desk Agent in Tempe to deliver a five-star welcome and departure experience, acting as an ambassador for the resort. You will handle check-ins/outs, provide information on amenities and local area, and coordinate with Concierge, Bell/Door, and Ideal Services teams to ensure guest satisfaction.

Successful candidates will have strong English communication, customer service experience, and the ability to manage accounts, payments, and requests with discretion.

Qualifications

• Clear and pleasant communication in English with guests, management and coworkers.
• Accurate and efficient input of information into computer systems.
• Ability to work cohesively with coworkers inside 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 during peak arrivals/departures.
• Ability to stand for entire shift.
• Previous customer service experience.
• Previous hotel front desk experience preferred.
• Previous cashiering experience preferred.
• Foreign language fluency 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 for each guest checking in according to preferences.
• Block rooms 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 by attention to detail.
• Execute all Omni accounting standards for folios and charges.
• Maintain guest history files.
• Accommodate room changes expediently.
• Document guest requests, complaints, or problems and notify departments; follow up.
• Issue safe deposit boxes and secure keys.
• Monitor, send and distribute guest faxes.
• Generate and distribute daily/weekly reports.
• Resolve discrepancies on the room status with Housekeeping.
• Maintain knowledge of hotel features, hours, room types, and packages.

Skills

Communication

Input into systems

Teamwork

Math skills

Decision making

Organization

Pressure handling

Customer service

Stand for shift

Foreign language

English fluency

Job description

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