Guest Experience Agent — Front Desk

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

Job summary

Omni Charlotte Hotel is seeking a friendly Front Desk Agent to deliver a five-star welcome and seamless checkout experience in Charlotte’s finance district. You will greet guests, provide area information, and promote our upscale amenities and services, ensuring every guest feels valued from arrival through departure.

Ideal candidates bring strong English communication, prior front desk or cashiering experience, and the ability to handle multiple requests with discretion and accuracy.

Qualifications

• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers.
• Ability to accurately and efficiently input information into computer systems.
• Ability to work cohesively with co-workers both within and outside of your department.
• Previous customer service experience; front desk experience preferred.

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.

Skills

Clear communication

Data entry

Teamwork

Mathematical accuracy

Decision making

Prioritization

Work under pressure

Stand for shift

Customer service experience

Front desk experience

Cashiering experience

Foreign language

Guest relations training

Job description

Omni Charlotte Hotel is seeking a friendly Front Desk Agent to deliver a five-star welcome and seamless checkout experience in Charlotte’s finance district. You will greet guests, provide area information, and promote our upscale amenities and services, ensuring every guest feels valued from arrival through departure.

Ideal candidates bring strong English communication, prior front desk or cashiering experience, and the ability to handle multiple requests with discretion and accuracy.