Front Desk Agent - FT

Omni Hotels & Resorts; Tucson (AZ); On-site; USD 19,000 - 28,000; Full time

Job summary

Omni Tucson National Resort & Spa is seeking a friendly Front Desk Agent to deliver a five-star welcome and smooth checkout for guests, while representing the property's upscale amenities and services. You will assist guests, handle inquiries, and coordinate with concierge and other departments to ensure memorable stays.

The role requires excellent communication, accurate data entry, and the ability to work under pressure among high guest volumes; previous hotel front desk or customer service

Qualifications

• Clear and pleasant English communication with guests and staff
• Accurate input of guest data into computer systems
• Ability to work cohesively with colleagues across departments
• Competent math for billing, payments and folio handling
• Strong decision-making under pressure and prioritization
• Previous front desk or customer service experience preferred

Responsibilities

• Process guest check-ins and check-outs according to Omni's standards
• Listen attentively to guest inquiries and provide appropriate responses
• Set up accurate guest accounts with preferences (room, payment)
• Block rooms in the system and manage special requests
• Pre-register guests and prepare key packets
• Communicate guest information to relevant departments
• Maintain confidentiality of guest and hotel information
• Execute Omni accounting standards for folio settlements and charges
• Maintain guest history files and accommodate room changes
• Document guest requests and resolve issues to guest satisfaction

Skills

English communication

Data entry

Teamwork

Math skills

Decision making

Customer service

Job description

Omni Tucson National Resort & Spa The Omni Tucson National Resort & Spa, our four-diamond luxury property, has it all -- from its picturesque setting in the foothills of Tucson's Santa Catalina Mountains to the lush fairways of its 36-hole championship golf courses, including six signature dining outlets, our beautiful Mokara Spa, and 130 premier guest rooms. The Omni Tucson National Resort & Spa's associates enjoy an exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment. If you are a friendly, motivated person with a passion to serve others, we invite you to bring your talent to join the team at the Omni Tucson National Resort & Spa.

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

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.