Front Desk Agent (Full Time)

Omni Hotels & Resorts; Frisco (TX); On-site; USD 28,000 - 42,000; Full time

Job summary

Omni PGA Frisco Resort & Spa is seeking a Front Desk Agent to deliver a five-star welcome and departure experience for every guest. You will greet guests, provide information about the resort and amenities, and promote Upscale services.

Responsibilities include processing check-ins/outs, resolving guest requests, and coordinating with Concierge, Bell-Door and Ideal Services. This role offers growth in a luxury hospitality environment.

Qualifications

• Clear and pleasant English communication with guests and colleagues.
• Accurate data entry into computer systems.
• Ability to work cohesively with colleagues.
• Compute accurate mathematical calculations.
• Think clearly, quickly and make concise decisions.
• Prioritize, organize and follow up.
• Ability to work well under pressure with high arrivals/departures.
• Ability to stand for entire shift.
• Previous customer service experience.
• Front desk experience strongly preferred.
• Cashiering experience preferred.
• Foreign language skills preferred.
• Guest relations training preferred.

Responsibilities

• Process guest check-ins and check-outs per SOP.
• Listen to inquiries and provide appropriate responses.
• Set up accurate accounts per guest preferences.
• Block rooms in the computer and follow requirements.
• Pre-register designated guests and prepare key packets.
• Communicate pertinent guest information to departments.
• Maintain confidentiality of guests and hotel information.
• Ensure security of guest room access.
• Settle folios, routing of charges and adjustments per standards.
• Maintain guest history files.
• Accommodate room changes expediently.
• Document guest requests or problems and follow up.
• Issue safe deposit boxes and manage keys.
• Handle guest faxes and distribute.
• Generate and distribute daily/weekly reports.
• Resolve discrepancies on the room status report with Housekeeping.
• Know hotel features, hours, rates, promotions at all times.

Skills

English communication

Computer skills

Teamwork

Math calculations

Decision making

Prioritization

Work under pressure

Customer service

Front desk exp.

Cashiering experience

Foreign language

Guest relations training

Job description

Omni PGA Frisco Resort & Spa

Omni PGA Frisco Resort blends the warmth of Texas hospitality with refined comfort. Guests can unwind in one of 500 thoughtfully designed rooms and suites, or embrace the spirit of the Lone Star State in one of 10 private ranch houses. With four shimmering pools-including an adults-only rooftop infinity pool-plus the serene Mokara Spa and 13 unique food and beverage destinations, every stay is an experience to savor. Whether you're planning a weekend retreat or marking a special occasion, this is Frisco at its most unforgettable.

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.

This is an ideal opportunity for someone who wants to grow in the industry and make their mark!

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.