Front Desk Agent

Omni Hotels & Resorts; Tempe (AZ); On-site; USD 26,000 - 33,000; Full time

Job summary

Omni Tempe Hotel at ASU seeks a Front Desk Agent to provide a five-star welcome and departure experience, acting as a guest ambassador throughout the stay. You will warmly greet guests, share resort information, and offer access to upscale amenities while assisting with check-ins and check-outs and resolving issues.

You will collaborate with Concierge, Bell-Door and Ideal Services teams, ensuring accurate folio settlements and guest satisfaction. Prior hospitality experience is preferred.

Qualifications

• Must communicate clearly and pleasantly in English with guests, management and co-workers.
• Ability to input information accurately into computer systems.
• Ability to work cohesively with staff across departments.
• Strong numerical and math skills for checkout and folio handling.
• Experience in customer service and front desk operations is preferred.

Responsibilities

• Process guest check-ins and check-outs following Omni standards.
• Listen empathetically to guest inquiries and provide appropriate responses.
• Set up guest accounts according to preferences (room type, payment, etc.).
• Block rooms in the system and handle pre-registration as required.
• Communicate guest information to relevant departments and staff.
• Maintain confidentiality of guest and hotel information.
• Ensure accurate settlement of folios and charges per SOPs.
• Maintain guest history files and update records.
• Handle room changes and special requests promptly.
• Resolve guest issues and follow up to ensure satisfaction.

Skills

Clear communication

Input accuracy

Team collaboration

Numerical ability

Decision making

Prioritization

Stamina under pressure

Customer service experience

Front desk experience

Cashiering experience

Foreign language skills

Guest relations training

Job description

Omni Tempe Hotel at ASU Located at the corner of University and Mill, Omni Tempe Hotel at ASU sits at the center of Tempe's energy, creativity, and growth. As the flagship hotel of the city's revitalized downtown, we offer more than 36,000 square feet of stunning indoor and outdoor event space, four signature dining outlets, a rooftop pool deck with unbeatable views, and 330 beautifully designed guest rooms overlooking the ASU campus and Tempe skyline. What truly sets us apart is our people. At Omni Tempe, we're building a team of warm, passionate professionals who believe that hospitality is about creating moments that matter. Whether you're just beginning your career or taking your next big step, you'll find mentorship, growth, and purpose here. Join us and be part of something extraordinary. Help us shape the future of hospitality in the heart of Tempe.

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

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.