Front Desk Agent (Full Time)

PERG online; Frisco, Northern (TX, KY); Hybrid; USD 28,000 - 36,000; Full time

Job summary

PERG online is seeking a Front Desk Agent to welcome guests with five-star service, provide resort information, and facilitate smooth check-ins and check-outs. You will resolve guest issues, handle special requests, and coordinate with Concierge, Bell-Door, and Ideal Services teams to ensure memorable stays.

The role emphasizes professional English communication, accuracy in account setup, and maintaining guest confidentiality while supporting daily hotel operations.

Qualifications

• Experience in customer service settings, preferably hospitality.
• Front desk/Reception experience in hotels is a plus.
• Excellent verbal and written English communication.
• Cashiering or POS system experience is helpful.
• Ability to stand for the entire shift and stay on feet for long periods.

Responsibilities

• Process guest check-ins and check-outs smoothly and per SOP.
• Greet guests warmly and provide information about resort and local area.
• Set up guest accounts with room type and payment preferences.
• Block rooms in the system and track status.
• Pre-register guests and prepare key packets.
• Communicate guest needs to appropriate departments.
• Maintain confidentiality of guest information and security.
• Ensure accurate folio settlements and posting of charges.
• Maintain guest history files and accommodate room changes when necessary.
• Document guest requests and follow up for satisfaction.
• Distribute reports and monitor room status with housekeeping.

Skills

Customer service experience

Front desk experience

English communication

Cashiering experience

Stand for shift

Foreign language (optional)

Guest relations training (preferred)

Job description

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.