Guest Service Representative

Omni Hotels & Resorts; San Francisco (CA); On-site; USD 41,000 - 59,000; Full time

Job summary

Omni San Francisco seeks a Guest Services Representative to deliver a five-star welcome and departure experience. You will greet guests, provide hotel information, and offer upscale amenities while managing check-ins/check-outs with accuracy and courtesy.

Responsibilities include resolving guest inquiries, handling accounts, and coordinating with departments to meet special requests. Open availability and prior front desk/customer service experience are preferred.

Qualifications

• Clear and pleasant verbal and written English communication with guests and staff.
• Accurate data entry into computer systems.
• Ability to work cohesively with coworkers across departments.
• Experience in customer service; hotel front desk experience preferred.
• Open availability required.

Responsibilities

• Greet guests with a warm welcome and handle check-ins/check-outs per Moments of Service and SOPs.
• Listen to guest inquiries and provide appropriate information and solutions.
• Create accurate guest folios and manage payments and room preferences.
• Coordinate with departments to fulfill special requests and amenities.
• Maintain guest history and protect confidentiality of hotel information.
• Follow up on guest requests to ensure satisfaction and repeat visits.

Skills

Communication

Typing

Teamwork

Math skills

Decision making

Organization

Job description

Omni San Francisco is set amid the iconic charm and sweeping views of San Francisco, offering a refined escape for leisure and business travelers. Located in the heart of the Financial District, just moments from Union Square, the Embarcadero, and the city’s most celebrated attractions, our four‑star hotel seamlessly blends timeless luxury with contemporary style.

Guests can relax in beautifully appointed accommodations featuring plush comforts and elegant design, savor locally inspired cuisine at our signature restaurant, or enjoy a handcrafted cocktail in the warmth of our inviting lounge. Business travelers will appreciate our state‑of‑the‑art meeting spaces, personalized service, and convenient access to major corporate offices and transportation hubs.

We are equally dedicated to creating a culture of warmth, respect, and growth‑where associates are empowered to deliver exceptional service, create memorable moments for our guests, and grow personally and professionally as part of a team that takes pride in genuine hospitality. Discover a destination where classic elegance meets modern convenience‑and every stay feels uniquely San Francisco.

Guest Services Representatives 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. They 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. Guest Services Agents are also responsible for settling guest accounts upon check‑out, resolving guest issues, and completing special requests. This position will require open availability.

Responsibilities

• Process guest check‑ins and check‑outs according to Omni’s Moments of Service and Standard Operating Procedures
• Empathetically listen to guest inquiries and provide appropriate responses
• Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)
• Block rooms in the computer and follow through on designated requirements
• Pre‑register designated guests and prepare key packets
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
• Maintain confidentiality of all guests and hotel information
• Employ attention to detail in order to ensure security of guest room access.
• Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments
• Maintain guest history files on all guests
• Accommodate room changes expediently
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction
• 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.

Qualifications

• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co‑workers, both in person and by telephone
• Ability to accurately and efficiently input information into computer systems
• Ability to work cohesively with co‑workers both within and outside of your department
• Ability to compute accurate mathematical calculations
• Ability to think clearly, quickly and make concise decisions
• Ability to prioritize, organize and follow up
• Ability to work well under pressure, dealing with many arrivals and departures within a short period of time
• Previous customer service experience required, hotel front desk experience is preferred
• Open availability required.

Pay: $36.49/hourly rate

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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.