Front Office | Desk Agent | Full Time

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

Job summary

Omni Hotels & Resorts in Florida is seeking a Front Desk Agent to deliver five-star welcome and departure experiences. You will greet guests, provide resort information, and promote upscale services while assisting with accounts at check-out and resolving issues.

The role emphasizes attentiveness, confidentiality, and collaboration with Concierge, Bell-Door, and Ideal Services teams to ensure seamless stays.

Qualifications

• Ability to clearly and pleasantly communicate in English with guests and colleagues.
• Accurate input of information into computer systems with attention to detail.
• Ability to work cohesively with colleagues across departments.
• Ability to perform basic mathematical calculations accurately.
• Ability to think clearly, decide quickly and prioritize tasks.

Responsibilities

• Process guest check-ins and check-outs per standards.
• Listen empathetically to inquiries and respond appropriately.
• Set up guest accounts according to preferences (room type, payment).
• Block rooms in the system and handle designated requirements.
• Pre-register guests and prepare key packets.
• Communicate guest information to departments for special requests.
• Maintain confidentiality of guest and hotel information.
• Ensure security of guest room access and accurate folio settlement.
• Maintain guest history files and handle room changes promptly.
• Document guest requests or problems and follow up for satisfaction.
• Distribute faxes, generate reports, and coordinate with Housekeeping.

Skills

Customer service

Communication

English fluency

Data entry

Teamwork

Problem solving

Time management

Job description

Overview:

This team member will be responsible for providing a five-star welcome and departure experience to each guest, as wellas,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 hoteldepartmentsespecially our Concierge, Bell-Door 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 detailin order toensure 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.


• Accommodateroom changesexpediently.


• Document all guest requests, complaints or problems immediately and notify designated department/personnelfor resolvingthe 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.