Front Desk Agent - Overnight

Omni Hotels & Resorts; Charlottesville (VA); On-site; USD 19,000 - 30,000; Full time

Job summary

Omni Charlottesville Hotel in downtown Charlottesville, VA, seeks an Overnight Front Desk Agent to welcome guests, offer local area information, and ensure a seamless check-in/check-out experience with upscale service.

You will collaborate with Concierge and Bell-Valet teams, handle guest requests, resolve issues, and maintain accurate folios while working the 11pm–7am shift.

Qualifications

• Clear and pleasant English communication with guests and coworkers.
• Accurate input of information into computer systems.
• Ability to work cohesively with coworkers across departments.
• Strong mathematical ability for guest account settlements.
• Stay calm and think quickly under pressure during busy periods.
• Ability to stand for the full shift.
• Previous customer service or front desk experience preferred.
• Cashier or guest relations training preferred.

Responsibilities

• Process guest check-ins and check-outs according to Omni's Moments of Service and SOPs.
• Empathetically listen to guest inquiries and provide appropriate responses.
• Set up accurate accounts for each guest checking in per preferences (room type, payment, etc.).
• Block rooms in the system and follow through on designated requirements.
• Pre-register designated guests and prepare key packets.
• Communicate guest information to relevant departments (special requests, amenities).
• Maintain confidentiality of all guest and hotel information.
• Ensure security of guest room access and accurate folio processing.
• Maintain guest history files and accommodate room changes expediently.
• Document all guest requests or issues and follow up for satisfaction.
• Issue safe deposit boxes and manage key security.
• Monitor, send and distribute guest faxes.
• Generate, print and distribute daily/weekly reports.
• Resolve discrepancies on room status with Housekeeping.
• Maintain knowledge of hotel features, hours, room types, and promotions.

Skills

English Communication

Data Entry

Teamwork

Math Skills

Customer Service

Shift Work

Cashiering

Guest Relations

Job description

Omni Charlottesville Hotel

Omni Charlottesville Hotel is a premier full-service hotel in downtown Charlottesville, Virginia, blending Southern charm with contemporary comfort. The recently renovated 205 guest rooms and suites offer scenic views of historic Charlottesville or the Blue Ridge foothills, complemented by thoughtful amenities for both business and leisure travelers. On-site features include indoor and outdoor pools, a fully equipped fitness center, and over 14,000 square feet of flexible meeting and event space, ideal for corporate events, weddings, and social gatherings. Dining at The Conservatory and The Hillock Neighborhood Kitchen celebrates the region's culinary spirit and provides welcoming spaces for connection.

At Omni, we are driven by a bold vision: to become the best hospitality company in America, delivering exceptional experiences for every guest, every day.

Front Desk Agent - Overnight

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 and Bell-Valet teams. Position requires working 3rd Shift from 11pm to 7:00am.

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.
• 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.