Front Desk Agent - FT

Omni Hotels; Tempe (AZ); On-site; USD 21,000 - 28,000; Full time

Job summary

Omni Hotels in Tempe, AZ seeks a Front Desk Agent to greet guests, handle check-ins/outs, and communicate resort information, ensuring a five-star experience.

You will uphold Omni standards for guest privacy, process folios and room changes, and collaborate with Concierge and Housekeeping to resolve issues and deliver seamless service across peak and off-peak times.

Previous customer service experience and fluency in languages beyond English are preferred.

Qualifications

• Excellent English communication, both verbal and written.
• Accurately input information into computer systems.
• Work cohesively with co-workers within and outside the department.
• Compute accurate mathematical calculations.
• Think clearly, quickly and make concise decisions.
• Prioritize, organize and follow up.
• Able to stand for entire shift.
• Previous customer service experience.
• Front desk/front office experience preferred.
• Cashiering experience preferred.
• Foreign language fluency preferred.
• Guest relations training preferred.

Responsibilities

• Process guest check-ins and check-outs per Omni’s procedures.
• Empathetically listen to guest inquiries and respond appropriately.
• Set up accounts for guests (room type, payment, etc.).
• Block rooms in the computer and manage requirements.
• Pre-register guests and prepare key packets.
• Communicate guest information to relevant departments (special requests, amenities).
• Maintain confidentiality of guest and hotel information.
• Ensure security of guest room access and folios.
• Maintain guest history files and assist with room changes.
• Document guest requests or problems and follow up to ensure satisfaction.
• Distribute guest faxes and reports as needed.
• Resolve discrepancies on the room status report with Housekeeping.

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