La Mansion | Desk Agent

Omni Hotels & Resorts; San Antonio (TX); On-site; USD 19,000 - 28,000; Full time

Job summary

Omni La Mansion del Rio seeks a Front Desk Agent to deliver a five-star welcome and departure experience. You will greet guests, provide information about the resort and local area, and offer our upscale amenities to ensure guest satisfaction during their stay.

Responsibilities include processing check-ins/outs, setting up guest accounts, pre-registering guests, and communicating special requests to departments.

Qualifications

• Previous customer service experience.
• Previous hotel front desk experience preferred.
• Fluency in English (verbal and written).
• Accurate data entry into computer systems.
• Ability to work well with others and under pressure.
• Ability to perform mathematical calculations.
• Ability to stand for the entire shift.
• Cashiering experience preferred.

Responsibilities

• Process guest check-ins and check-outs according to Omni's Moments of Service and SOPs.
• Greet guests warmly and provide information about the resort and local area.
• Set up accurate guest accounts based on preferences (room type, payment).
• Block rooms in the system and follow through on requirements.
• Pre-register designated guests and prepare key packets.
• Communicate guest information to designated departments (special requests, amenities).
• Maintain confidentiality of guest and hotel information.
• Ensure security of guest room access and accurate folio settlements.
• Maintain guest history files and assist with room changes as needed.
• Generate and distribute daily/weekly reports; resolve discrepancies with Housekeeping.

Skills

Customer service

English communication

Data entry

Teamwork

Math skills

Decision making

Shift flexibility

Standing long shifts

Hotel front desk experience

Cashiering experience

Job description

Omni La Mansion del Rio

The Omni La Mansion del Rio is ideally nestled along the historic Riverwalk among the banks of the Paseo del Rio in downtown San Antonio. It is within easy walking distance of the famous Alamo, El Mercado, La Villita District, Spanish governor's Palace, San Antonio Convention Center and other well-known landmarks.

Omni La Mansion del Rio'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 La Mansion del Rio may be your perfect match.

Front Desk Agent

Overview:

This team member will be responsible for providing a five-star welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guest's stay. Front Desk Agents make the first impression upon our guests by extending a warm welcome, providing information about the resort and local area, and offering our full range of upscale resort amenities and services to them. Front Desk Agents are also responsible for settling guest accounts upon check-out, resolving guest issues and completing special requests. They work closely with all hotel departments especially our Concierge, Bell-Door and Ideal Services teams.

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.
• Issue safe deposit boxes to guests and ensure security of key.
• Monitor, send and distribute guest faxes.
• Generate, print and distribute daily and weekly reports.
• Resolve discrepancies on the room status report with Housekeeping.
• 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.
• Ability to stand for entire shift.
• Previous customer service experience.
• Previous hotel front desk experience is strongly preferred.
• Previous cashiering experience is preferred.
• Fluency in a foreign language is preferred.
• Previous guest relations training is preferred.

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.