Front Desk Agent (Full Time)

Omni Hotels & Resorts; Asheville (NC); On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking friendly and motivated Front Desk Agents to provide exceptional service at a renowned hotel. This role involves welcoming guests, processing check-ins and check-outs, and ensuring a memorable experience throughout their stay. Ideal candidates will thrive in a dynamic environment, showcasing their communication skills and attention to detail while working closely with various hotel departments. If you are passionate about hospitality and enjoy helping others, this opportunity could be your perfect match, offering a chance to contribute to a legacy of excellence.

Qualifications

• Previous customer service experience preferred.
• Ability to communicate clearly in English with guests and co-workers.

Responsibilities

• Process guest check-ins and check-outs according to hotel standards.
• Maintain confidentiality of all guests and hotel information.
• Document guest requests and follow up for satisfaction.

Skills

Customer Service

Communication Skills

Mathematical Calculations

Problem Solving

Attention to Detail

Education

High School Diploma

Tools

Computer Systems

Job description

Location

Omni Grove Park Inn & Spa

The AAA Four-Diamond Omni Grove Park Inn & Spa is noted for understated elegance and southern charm; ten U.S. Presidents and countless luminaries from the worlds of art, entertainment, sports and politics have stayed at this hotel. The property offers sweeping views of the Blue Ridge Mountains, delectable restaurants, a Donald Ross golf course, tennis and fitness center, award-winning spa, and spacious convention facilities.

Omni Grove Park Inn and Spa’s associates enjoy a dynamic and 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 day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Grove Park Inn & Spa may be your perfect match.

Job Description

*Eligible for Upsell Incentive* 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

• Available for weekends and holidays, as well as mornings and evenings.
• Previous customer service experience preferred.
• 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.