Front Office Agent

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

Job summary

An established industry player in hospitality is seeking friendly and motivated Front Office Agents to join their dynamic team. This role involves providing exceptional service to guests, ensuring a memorable arrival and departure experience while handling inquiries and special requests. The ideal candidate will thrive in a fast-paced environment, demonstrating strong communication skills and a commitment to guest satisfaction. Join a company that values respect, gratitude, and empowerment, where your contributions will make a significant impact in delivering top-notch hospitality.

Qualifications

• Ability to communicate effectively with guests and staff.
• Experience in customer service and hotel front office preferred.
• Strong organizational skills and attention to detail.

Responsibilities

• Provide a warm welcome and assist guests with check-ins and check-outs.
• Resolve guest inquiries and maintain confidentiality.
• Collaborate with hotel departments to ensure guest satisfaction.

Skills

Customer Service

Communication Skills

Mathematical Calculations

Problem Solving

Organization

Multitasking

Education

High School Diploma

Previous Hotel Front Office Experience

Customer Service Experience

Tools

Opera

Microsoft Suite

Job description

Location

Charlotte Hotel

The Omni Charlotte Hotel envelopes you in comfort with a touch of genuine North Carolina hospitality. Centrally located in the heart of Charlotte’s financial district, the AAA four-diamond hotel is the perfect destination for convenience to area businesses or to explore countless attractions. Linked to 12 city blocks via sky bridge, the Omni Charlotte Hotel is moments away from the Blumenthal Performing Arts Center, Discovery Place, the Charlotte Convention Center, and the EpiCentre entertainment district.

Omni Charlotte’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 Charlotte Hotel may be your perfect match.

Job Description

Front Office Agents are responsible for providing a four-star welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guest’s stay. Front Office 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 Office 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 Bell-Door, Engineering, Housekeeping 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 in Opera.
• 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.
• 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.
• Previous customer service experience.
• Previous hotel front office experience is strongly preferred, i.e., Opera and Microsoft Suite.
• 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 employer - vets/disability. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP’s Pay Transparency Nondiscrimination policy statement. If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to [e-mail].