Guest Service Agent

Omni Hotels & Resorts; Austin (TX); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Free Downtown Parking

Employee meal program

Discounts on travel

Job summary

Omni Austin Hotel Downtown is seeking a Guest Service Agent to deliver exceptional hospitality on Omni Premier Floors during breakfast and happy hours. You will set up and maintain the Premier Lounge, assist Loyalty Ambassadors, and provide superior guest experiences.

The role emphasizes friendly service, knowledge of hotel services, and proactive guest engagement to ensure memorable stays in downtown Austin.

Qualifications

• Strong organizational and prioritization skills.
• Ability to work under pressure with many arrivals/departures.
• Previous customer service experience.
• Previous cashiering experience preferred.
• Fluency in a foreign language preferred.
• Guest relations training preferred.
• Weekend and holiday availability.
• Ability to lift up to 50 pounds and stand for extended periods.

Responsibilities

• Inquire about guest satisfaction and follow up on issues.
• Explain hotel services and hours to guests.
• Set up and maintain the Premier Lounge each shift.
• Arrange storeroom items and ensure proper stock rotation.
• Polish china and silverware after use.
• Be familiar with local points of interest for guests.
• Assist with reservations when needed.
• Deliver parcels and mail to guest rooms.
• Coordinate with Housekeeping to keep public areas clean.
• Interact with other departments to meet guest needs.
• Greet guests warmly and make them feel welcome.
• Suggest ways to improve the guest experience.
• Handle special requests (flowers, cars, luggage, etc.).
• Update reservations and service requests in ALICE, Synergy, OPMS.
• Contact guests about promotions and arrivals.
• Assist guests in locating hotel areas as needed.
• Support guest loyalty program activities.
• Respond to tasks as assigned by management.
• Stand for the full shift and lift up to 50 pounds as required.

Skills

Organization

Under pressure

Customer service

Cashiering

Foreign language

Guest relations training

Weekend/Holiday flexibility

Physical stamina

Job description

Omni Austin Hotel Downtown

Experience the energy of Austin while building a career with purpose at the Omni Austin Hotel Downtown. Nestled in the Live Music Capital of the World, our hotel sits just steps from the iconic 6th Street Entertainment District, the Texas State Capitol, and surrounded by legendary live music venues, creative culture, and Austin's vibrant culinary scene. At Omni, we blend Texas charm with modern luxury, offering both guests and associates a one-of-a-kind experience that captures the true spirit of downtown Austin.

Our associates thrive in a dynamic and upbeat environment, supported by comprehensive training, mentorship, and opportunities for career growth. We take pride in fostering a culture built on respect, gratitude, and empowerment - one that encourages our team members to learn, grow, and advance within the company. Working at the Omni Austin Hotel Downtown means being part of a brand recognized for exceptional service and genuine hospitality. If you're friendly, motivated, and passionate about creating memorable experiences, the Omni Austin Hotel Downtown may be your perfect match. Join a team that celebrates hospitality, heart, and the unmistakable energy of Austin - where every day brings something new.

Looking to make memorable guest experiences? Join our team as a Guest Service Agent | Full Time. Ensure extraordinary service to guest on Omni Premier Floors during Breakfast and Happy Hours. This position will set-up, serve, and maintain cleanliness of the Omni Club Lounge as well as provide assistance to our Loyalty Ambassadors and Guest Experience Planners as needed.

Omni Benefits Include

• Free Downtown Parking in our Underground Garage
• Associate Cafeteria with Daily Complementary Hot Meals
• Medical, Dental, Vision, Employee Assistance Program, Telemedicine, and Short Term & Long-Term Disability.
• 401(K) Match, Pre-Tax Health Savings Account, and Flexible Spending Amount
• Exclusive Omni Associate Travel Discounts on Hotel Rooms, Food & Beverage and more!
• Unique Perks include Tuition Reimbursement, Adoption Services Aid, Pet Insurance, Legal Services, Paid Time Off and Friends & Family Discounts
• Development Opportunities including Discounted E-Cornell Courses, Leadership Development Programs, Diversity & Inclusion Programs, Omni Support Center Internal Reward Program, and Work/Life Balance

This position will:

• Inquire as to how our guests are enjoying their stay and follow up on any problems that may surface.
• Have full command of hotel services and hours of operations to explain/offer to guests.
• Ensure proper set up and break down of the Premier Lounge keeping it in immaculate condition each shift.
• Put away and rotate all items from storeroom as needed.
• Ensure that all china and silverware are polished after use.
• Be fully acquainted with the different points of interests.
• Assist in arranging reservations as required by our guests.
• Ensure the delivery of parcels, mail, special deliveries, etc. to the guest rooms.
• Ensure that the public area (lounge) is maintained, clean and tidy by partnering with Housekeeping department.
• Interact with other departments to ensure that guest's needs are satisfied.
• Speak with guests in a friendly, warm manner making them feel welcome to the hotel.
• Proactively work to seek out ways in which to improve the hotel experience for our guests.
• Handling of special requests i.e. flowers, telegrams, rental cars, forwarding luggage, private cars etc.
• Update all reservations, amenities, wake up calls, service requests in operating systems such as ALICE, Synergy, and OPMS.
• Call/Email guests inquiring about reservation specials such as anniversaries, birthdays, honeymoon, dynamic packages, romance packages and estimated times for arrivals.
• Aid guests in locating other areas of the hotel (escort them to destination when possible).
• Assist with guest loyalty program as needed.
• Respond to any reasonable task as assigned by manager or supervisor.
• Must be able to stand for duration of shift.
• Must be able to lift at least 50lbs.
• Perform other duties as assigned.

Qualified candidates may possess:

• 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.
• Ability to move, bend, lift, carry, push, pull, and place objects weighing up to 50 pounds without assistance. Stand or walk for an extended period or for an entire work shift. Requires repetitive motion.

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.