Guest Experience Specialist — Front Desk

Omni Hotels & Resorts; Hot Springs (VA); On-site; USD 21,000 - 28,000; Full time

Job summary

Omni Hotels & Resorts in Hot Springs, VA, seeks a Front Desk Agent to deliver a five-star welcome and departure experience. You will welcome guests, provide local information, manage guest accounts, and collaborate with Concierge, Bell-Door, and Ideal Services teams to ensure seamless stays.

The role emphasizes accurate account setup, issue resolution, and meticulous attention to security and guest satisfaction across busy check-in/out periods.

Qualifications

• Clear and pleasant verbal and written communication in English.
• Accurate input of information into computer systems.
• Ability to work cohesively with coworkers across departments.
• Strong numerical ability for calculations and transactions.
• Decisive, quick thinking under pressure.
• Ability to prioritize and follow up effectively.
• Stand for full shift and deliver five-star guest service.
• Previous customer service or front desk experience preferred.

Responsibilities

• Process guest check-ins and check-outs per Omni’s SOPs.
• Greet guests warmly and provide information about the resort and local area.
• Set up accurate guest accounts per preferences (room type, payment).
• Block rooms in the system and handle room changes expediently.
• Pre-register guests and prepare key packets.
• Communicate guest needs to relevant departments and ensure follow-up.
• Maintain confidentiality of guest and hotel information.
• Record guest requests or problems and coordinate resolution.

Skills

Communication

Written English

Interpersonal skills

Multitasking

Cash handling

Problem solving

Team collaboration

Attention to detail

Job description

Omni Hotels & Resorts in Hot Springs, VA, seeks a Front Desk Agent to deliver a five-star welcome and departure experience. You will welcome guests, provide local information, manage guest accounts, and collaborate with Concierge, Bell-Door, and Ideal Services teams to ensure seamless stays.

The role emphasizes accurate account setup, issue resolution, and meticulous attention to security and guest satisfaction across busy check-in/out periods.