Guest Service Agent

Omni Hotels & Resorts; Atlanta (GA); On-site; USD 30,000 - 42,000; Full time

Job summary

Omni Atlanta Hotel at Centennial Park in downtown Atlanta seeks a Guest Service Agent to deliver a five-star welcome and departure experience. You will greet guests, provide information on hotel amenities and local attractions, and act as a hospitality ambassador throughout each guest's stay.

Responsibilities include handling front desk procedures, checking in/out guests, managing folios, and maintaining guest profiles.

Qualifications

• At least one year of hotel front desk experience.
• Strong organizational and prioritization skills.
• Ability to work well under pressure in a busy environment.
• Customer service experience is required or preferred.
• Cashiering experience is a plus.
• Foreign language ability is a plus.
• Previous guest relations training is preferred.

Responsibilities

• Answer internal, external and parking calls and process in-room delivery orders.
• Check in/out guests and settle folios with accurate charges and adjustments.
• Answer and tend to incoming calls with proper protocol and greetings.
• Maintain accurate guest profiles.
• Know hotel features, hours, room types, rates, packages and promotions.
• Record guest needs or issues and coordinate with departments to ensure satisfaction.
• Ensure guest safety and confidentiality of information.
• Generate and distribute daily/weekly reports.
• Resolve discrepancies on the room status report with Housekeeping.
• Log wake-up calls accurately and provide prompt service.
• Operate and maintain parking software as needed.

Skills

Front desk experience

Customer service

Organizational skills

Work under pressure

Cashiering experience

Foreign language

Guest relations training

Job description

Omni Atlanta Hotel at Centennial Park

Luxurious comfort embraces pure style at the elegant, four-diamond Omni Hotel at Centennial Park. Located in the heart of downtown Atlanta within the bustling Centennial Park District, this luxury hotel treats you to views of the spectacular downtown skyline and picturesque Centennial Olympic Park. The Omni Atlanta Hotel at Centennial Park is connected to Philips Arena and the Georgia World Congress Center and is in close proximity to the Mercedes-Benz Stadium.

Associates enjoy a fun, dynamic and exciting work environment, comprehensive training, and mentoring, along with the pride that comes from working for a company with a reputation of exceptional service. We embody a culture of respect, gratitude, and empowerment. If you are a friendly, motivated person, with a passion to serve, the Omni Atlanta Hotel at Centennial Park may be your perfect match!

Guest Service Agent

Overview

Guest Service Agents are responsible for providing a five-star welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guest's stay. Guest Service Agents make the first impression upon our guests by extending a warm welcome, providing information about the hotel and local area, and offering our full range of upscale hotel amenities and services to them.

Responsibilities

• Operating Procedures including but limited to answering all internal, external and parking phone calls, process in room delivery orders, checking in / out guests and executing accurate settlement of folios, routing of charges and adjustments.
• Answer and tend to incoming phone calls to the resort and front desk using the proper protocol, greetings, and closings as determined by management.
• Maintain accurate guest profiles.
• Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions.
• Communicate with guests and maintain detail records on any needs or issues that may arise while staying with us on property and communicating with the appropriate department or leader to ensure guest satisfaction.
• Ensure that safety of all guests by maintaining confidentiality of all guest and hotel information as well as guest room access.
• Generate, print and distribute daily and weekly reports.
• Resolve discrepancies on the room status report with Housekeeping.
• Demonstrate current knowledge of all key personnel and departmental functions of the resort.
• Accurately log all wake-up calls. Perform wake-up calls promptly and on time using appropriate greeting as determined by management.
• Maintains and Operates Parking Software's.

Qualifications

• Must have at least one year of hotel front desk experience.
• Strong organizational and prioritization skills.
• Ability to work well under pressure, dealing with many arrivals and departures within a short period of time.
• Previous customer service experience.
• Previous cashiering experience is preferred.
• Fluency in a foreign language is preferred.
• Previous guest relations training is preferred
• Must be able to work weekends and holidays.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand and walk use hands to finger, handle, or feel; and reach with hands and arms. The employee frequently is required to talk or hear. The employee is occasionally required to walk and stoop. The employee may lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

Equal Opportunity / EEO

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link:

EEOC is the Law Poster.

Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.