Guest Experience Ambassador

Omni Hotels & Resorts; Paradise Valley (AZ); On-site; USD 32,000 - 42,000; Full time

Job summary

Omni Scottsdale Resort & Spa at Montelucia in Paradise Valley, AZ invites applications for a Front Desk Agent. The role delivers a five-star welcome and departure experience, guiding guests about hotel amenities and local areas while coordinating with Concierge, Bell/Guest Services, and Housekeeping for a seamless stay.

Candidates should have previous customer service experience and hotel front desk exposure is strongly preferred; ability to work weekends/holidays is required.

Qualifications

• Previous customer service experience.
• Previous hotel front desk experience is strongly preferred.
• Must be able to work a variety of shifts, including weekends and holidays.

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 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.
• Monitor, send and distribute guest mail and packages.
• 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.
• 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 input information accurately and efficiently 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.

Job description

Omni Scottsdale Resort & Spa at Montelucia in Paradise Valley, AZ invites applications for a Front Desk Agent. The role delivers a five-star welcome and departure experience, guiding guests about hotel amenities and local areas while coordinating with Concierge, Bell/Guest Services, and Housekeeping for a seamless stay.

Candidates should have previous customer service experience and hotel front desk exposure is strongly preferred; ability to work weekends/holidays is required.