Front Office Agent

Omni Hotels & Resorts; Bedford (Bedford County); On-site; USD 32,000 - 42,000; Full time

Job summary

Omni Bedford Springs Resort & Spa is seeking a Front Desk Agent to deliver a five-star welcome and departure experience. You will act as a guest ambassador, assist with information about the resort and local area, and handle guest accounts at check-out.

You will collaborate with Concierge, Bell-Door and Ideal Services teams to ensure seamless service. Core duties include processing check-ins/outs, resolving guest issues, and maintaining accurate folios and guest history, while upholding Omni’s

Qualifications

• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers.
• Ability to accurately input information into computer systems.
• Ability to work cohesively with co-workers 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 with many arrivals and departures.
• Previous customer service experience.
• Previous hotel front desk experience strongly preferred.
• Previous cashiering experience preferred.

Responsibilities

• Process guest check-ins and check-outs.
• Empathetically listen to guest inquiries and provide appropriate responses.
• Set up accurate accounts for each guest checking in.
• Block rooms in the computer and follow through on requirements.
• Pre-register designated guests and prepare key packets.
• Communicate guest information to departments.
• Maintain confidentiality of all guests and hotel information.
• Ensure security of guest room access and folios.
• Maintain guest history files and guest records.
• Prepare and distribute daily/weekly reports.
• Resolve discrepancies on room status with Housekeeping.

Skills

Clear communication

Computer input accuracy

Team collaboration

Math ability

Decision making

Organization

Stamina/standing

Customer service

Foreign language (preferred)

Guest relations training (preferred)

Tools

Front desk software (POS/booking system)

Job description

Omni Bedford Springs Resort & Spa Join a team where hospitality isn’t just what we do; it’s who we are. At Omni Bedford Springs Resort & Spa, we believe our associates are the heart of our success. Here, you’ll find more than just a job. You’ll discover opportunities to learn, grow, and build a lasting career with a company that values your passion and potential. As part of the Omni family, you'll enjoy comprehensive training, mentorship and pathways for advancement, all within the inspiring setting of our historic, award-winning resort.

Whether you're beginning your hospitality journey or continuing to build your expertise, Omni Bedford Springs Resort & Spa offers a workplace where you're empowered to make a difference, and your growth is celebrated. If you're a friendly, motivated individual who takes pride in creating memorable experiences, we invite you to explore a future with us. At Omni, your career can be as remarkable as our grand historic resort itself.

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, Bell-Door and Ideal Services teams.

• 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.

Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.