Guest Experience Specialist — Front Desk

Omni Hotels & Resorts; Tempe (AZ); On-site; USD 26,000 - 33,000; Full time

Job summary

Omni Tempe Hotel at ASU seeks a Front Desk Agent to provide a five-star welcome and departure experience, acting as a guest ambassador throughout the stay. You will warmly greet guests, share resort information, and offer access to upscale amenities while assisting with check-ins and check-outs and resolving issues.

You will collaborate with Concierge, Bell-Door and Ideal Services teams, ensuring accurate folio settlements and guest satisfaction. Prior hospitality experience is preferred.

Qualifications

• Must communicate clearly and pleasantly in English with guests, management and co-workers.
• Ability to input information accurately into computer systems.
• Ability to work cohesively with staff across departments.
• Strong numerical and math skills for checkout and folio handling.
• Experience in customer service and front desk operations is preferred.

Responsibilities

• Process guest check-ins and check-outs following Omni standards.
• Listen empathetically to guest inquiries and provide appropriate responses.
• Set up guest accounts according to preferences (room type, payment, etc.).
• Block rooms in the system and handle pre-registration as required.
• Communicate guest information to relevant departments and staff.
• Maintain confidentiality of guest and hotel information.
• Ensure accurate settlement of folios and charges per SOPs.
• Maintain guest history files and update records.
• Handle room changes and special requests promptly.
• Resolve guest issues and follow up to ensure satisfaction.

Skills

Clear communication

Input accuracy

Team collaboration

Numerical ability

Decision making

Prioritization

Stamina under pressure

Customer service experience

Front desk experience

Cashiering experience

Foreign language skills

Guest relations training

Job description

Omni Tempe Hotel at ASU seeks a Front Desk Agent to provide a five-star welcome and departure experience, acting as a guest ambassador throughout the stay. You will warmly greet guests, share resort information, and offer access to upscale amenities while assisting with check-ins and check-outs and resolving issues.

You will collaborate with Concierge, Bell-Door and Ideal Services teams, ensuring accurate folio settlements and guest satisfaction. Prior hospitality experience is preferred.