Guest Service Agent

Omni Hotels & Resorts; Dallas (TX); On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking enthusiastic Front Desk Agents to create memorable experiences for guests at a premier hotel in downtown Dallas. In this dynamic role, you will be the first point of contact, welcoming guests with a warm smile and providing them with essential information about hotel amenities and local attractions. Your attention to detail and commitment to exceptional service will ensure that every guest feels valued and appreciated. Join a team that prides itself on a culture of respect and empowerment, where your contributions will make a real difference in the hospitality experience. If you have a passion for service and thrive in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• Strong communication skills required to interact with guests and staff.
• Ability to work under pressure and manage high volumes effectively.
• Previous experience in customer service or hotel front desk preferred.

Responsibilities

• Deliver a five-star welcome and farewell experience to guests.
• Process guest check-ins and check-outs according to standards.
• Maintain confidentiality and ensure accurate guest account settlements.

Skills

Verbal Communication

Written Communication

Customer Service

Mathematical Skills

Organizational Skills

Decision Making

Problem-Solving

Foreign Language Fluency

Education

High School Diploma

Guest Relations Training

Tools

Computer Systems

Job description

Location

Dallas Hotel

The Omni Dallas Hotel, in the center of the revitalized downtown Dallas, is connected via sky bridge to the Dallas Convention Center and close to restaurants, shops, entertainment and more! The Omni Dallas Hotel is built to meet the U.S. Green Building Council LEED Gold Certification standards, placing it on the forefront of environmental awareness and conservation in the city.

The Omni Dallas Hotel’s associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Dallas Hotel may be your perfect match.

Job Description

Front Desk Agents are responsible for delivering a five-star welcome and farewell experience to every guest, acting as ambassadors throughout their stay. They create the first impression by greeting guests warmly, sharing information about the hotel and local attractions, and offering a wide range of upscale amenities and services. Additionally, Guest Service Agents handle guest account settlements during check-out, address any concerns or issues, and fulfill special requests. They collaborate closely with various hotel departments, particularly with the Concierge, Bellperson, and Ideal Services teams.

Responsibilities

• Process guest check-ins and check-outs in accordance with Omni’s Moments of Service and Standard Operating Procedures.
• Listen attentively to guest inquiries and provide appropriate, empathetic responses.
• Set up accurate guest accounts based on preferences (room type, payment method, etc.) upon check-in.
• Block rooms in the system and ensure all designated requirements are met.
• Pre-register select guests and prepare key packets in advance.
• Communicate relevant guest information to appropriate departments (e.g., special requests, amenity deliveries).
• Maintain confidentiality regarding all guest and hotel information.
• Pay close attention to detail to ensure secure access to guest rooms.
• Understand and follow Omni's accounting standards to ensure accurate settlement of folios, routing of charges, and adjustments.
• Maintain accurate guest history files for all guests.
• Expedite room changes as necessary and accommodate guest requests.
• Document all guest requests, complaints, or issues immediately and notify the appropriate department for resolution. Follow up to ensure completion and guest satisfaction.
• Issue and secure safe deposit box keys for guests.
• Monitor, send, and distribute guest faxes.
• Generate, print, and distribute daily and weekly reports.
• Resolve any discrepancies on the room status report with Housekeeping.
• Stay fully knowledgeable about all hotel features, services, hours of operation, room types, layouts, décor, amenities, rates, special packages, and promotions at all times.

Qualifications

• Strong verbal and written communication skills in English, with the ability to interact clearly and courteously with guests, management, and co-workers, both in person and over the phone.
• Proficient in accurately and efficiently entering information into computer systems.
• Ability to collaborate effectively with co-workers both within and outside of your department.
• Strong mathematical skills with the ability to perform accurate calculations.
• Quick thinker with the ability to make clear and concise decisions.
• Strong organizational and prioritization skills with the ability to follow up effectively.
• Ability to work well under pressure, managing a high volume of arrivals and departures in a short period of time.
• Previous experience in customer service.
• Hotel front desk experience is highly preferred.
• Previous cashiering experience is a plus.
• Must be able to stand for long periods of time.
• Fluency in a foreign language is a plus.
• Guest relations training is preferred.