Guest Experience Lead - Front Desk & PBX

Omni Hotels & Resorts; Asheville (NC); On-site; USD 19,000 - 25,000; Full time

Job summary

Omni Hotels & Resorts in Asheville seeks a Front Desk Agent/PBX Operator to provide a five-star welcome and departure experience, acting as a guest ambassador and assisting across hotel departments. You will handle check-ins/outs, guest inquiries, and account settlements with attention to Omni standards.

The role requires strong communication, accuracy in computer systems, and the ability to remain composed under pressure during busy check-in periods.

Qualifications

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

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
• Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments
• Maintain guest history files on all guests

Skills

Customer service

Verbal communication

Written communication

Job description

Omni Hotels & Resorts in Asheville seeks a Front Desk Agent/PBX Operator to provide a five-star welcome and departure experience, acting as a guest ambassador and assisting across hotel departments. You will handle check-ins/outs, guest inquiries, and account settlements with attention to Omni standards.

The role requires strong communication, accuracy in computer systems, and the ability to remain composed under pressure during busy check-in periods.