Front Desk Agent - FT

Omni Hotels & Resorts; Arizona; On-site; USD 34,000 - 42,000; Full time

Job summary

Omni Hotels & Resorts in Arizona seeks a Front Desk Agent to greet guests and provide five-star service throughout their stay. You will check in/out guests, answer questions, upsell hotel amenities, and coordinate with Concierge, Bell/Door, and Ideal Services teams to ensure a memorable visit.

Responsibilities include processing registrations, resolving guest issues, maintaining guest history, and ensuring accuracy in folios and room assignments.

Qualifications

• Excellent English communication with guests, management and staff.
• Ability to input guest information into computer systems accurately.
• Experience working with front desk and cash handling is preferred.
• Ability to manage guest requests and resolve issues professionally.
• Comfort in a fast-paced hotel environment.

Responsibilities

• Process guest check-ins and check-outs according to Omni standards.
• Listen to guest inquiries and provide appropriate responses.
• Set up guest accounts in the system according to preferences.
• Pre-register guests and prepare key packets.
• Communicate guest information to departments for special requests.
• Maintain confidentiality of guest and hotel information.
• Ensure security of guest room access and folio accuracy.
• Generate and distribute daily reports and monitor room status with Housekeeping.

Skills

Customer service

Front desk experience

Data entry

Work under pressure

Team collaboration

Foreign language

Guest relations

Job description

Front Desk Agents are 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 hotel and local area, and offering our full range of upscale hotel 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
• 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