Guest Experience Ambassador - Front Desk

Omni Hotels & Resorts; Tempe (AZ); On-site; USD 21,000 - 30,000; Full time

Job summary

Omni Tempe Hotel at ASU in Tempe, AZ is hiring Front Desk Agents to deliver a five-star welcome and departure experience. You will greet guests, provide information about the resort and local area, manage check-ins/outs, and coordinate with Concierge and other departments to ensure guest satisfaction.

The role emphasizes outstanding communication in English, accurate data entry, teamwork, and the ability to work under pressure during busy check-in times.

Qualifications

• Ability to clearly and pleasantly communicate in English with guests, management and co-workers, 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.
• 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.

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

English communication

Data entry

Teamwork

Active listening

Mathematical accuracy

Multi-tasking

Customer service

Front desk experience

Cashiering

Guest relations training

Job description

Omni Tempe Hotel at ASU in Tempe, AZ is hiring Front Desk Agents to deliver a five-star welcome and departure experience. You will greet guests, provide information about the resort and local area, manage check-ins/outs, and coordinate with Concierge and other departments to ensure guest satisfaction.

The role emphasizes outstanding communication in English, accurate data entry, teamwork, and the ability to work under pressure during busy check-in times.