Guest Experience Front Desk Agent & Concierge

PERG online; Tempe (AZ); On-site; USD 21,000 - 28,000; Full time

Job summary

Omni is seeking a Front Desk Agent in Tempe to deliver a five-star welcome and departure experience, acting as an ambassador for the resort. You will handle check-ins/outs, provide information on amenities and local area, and coordinate with Concierge, Bell/Door, and Ideal Services teams to ensure guest satisfaction.

Successful candidates will have strong English communication, customer service experience, and the ability to manage accounts, payments, and requests with discretion.

Qualifications

• Clear and pleasant communication in English with guests, management and coworkers.
• Accurate and efficient input of information into computer systems.
• Ability to work cohesively with coworkers inside 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 during peak arrivals/departures.
• Ability to stand for entire shift.
• Previous customer service experience.
• Previous hotel front desk experience preferred.
• Previous cashiering experience preferred.
• Foreign language fluency preferred.
• Guest relations training preferred.

Responsibilities

• Process guest check-ins and check-outs according to Omni’s Moments of Service and SOPs.
• Empathetically listen to guest inquiries and provide appropriate responses.
• Set up accurate accounts for each guest checking in according to preferences.
• Block rooms and follow through on designated requirements.
• Pre-register designated guests and prepare key packets.
• Communicate pertinent guest information to designated departments for special requests.
• Maintain confidentiality of all guests and hotel information.
• Ensure security of guest room access by attention to detail.
• Execute all Omni accounting standards for folios and charges.
• Maintain guest history files.
• Accommodate room changes expediently.
• Document guest requests, complaints, or problems and notify departments; follow up.
• Issue safe deposit boxes and secure keys.
• Monitor, send and distribute guest faxes.
• Generate and distribute daily/weekly reports.
• Resolve discrepancies on the room status with Housekeeping.
• Maintain knowledge of hotel features, hours, room types, and packages.

Skills

Communication

Input into systems

Teamwork

Math skills

Decision making

Organization

Pressure handling

Customer service

Stand for shift

Foreign language

English fluency

Job description

Omni is seeking a Front Desk Agent in Tempe to deliver a five-star welcome and departure experience, acting as an ambassador for the resort. You will handle check-ins/outs, provide information on amenities and local area, and coordinate with Concierge, Bell/Door, and Ideal Services teams to ensure guest satisfaction.

Successful candidates will have strong English communication, customer service experience, and the ability to manage accounts, payments, and requests with discretion.