Guest Experience Concierge

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

Job summary

Omni Hotels & Resorts in Florida seeks a Front Desk Agent to deliver a five-star welcome and a seamless departure experience. You will set up guest accounts, handle check-ins/outs, and coordinate with Concierge, Bell-Door and Ideal Services to fulfill guest requests.

Strong English communication, cash handling, and computer input are essential, along with prior customer service or hotel front desk experience.

Qualifications

• Clear, pleasant English communication with guests and coworkers.

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 (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 hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions.

Skills

English communication

Cash handling

Computer input

Teamwork

Problem solving

Stamina

Tools

POS system

Job description

Omni Hotels & Resorts in Florida seeks a Front Desk Agent to deliver a five-star welcome and a seamless departure experience. You will set up guest accounts, handle check-ins/outs, and coordinate with Concierge, Bell-Door and Ideal Services to fulfill guest requests.

Strong English communication, cash handling, and computer input are essential, along with prior customer service or hotel front desk experience.