Luxury Front Desk Agent – Guest Experience Champion

Omni Hotels & Resorts; Oklahoma City (OK); On-site; USD 32,000 - 48,000; Full time

Job summary

Omni Oklahoma City Hotel is seeking a Front Desk Agent to deliver a five-star welcome and departure experience. You will be the first and last impression for guests, share information about the resort and local area, and showcase our upscale amenities and services to them.

You will settle guest accounts at checkout, resolve guest issues, handle special requests, and collaborate with Concierge, Bell-Door and Ideal Services teams to ensure guest satisfaction.

Qualifications

• Clear and pleasant English communication with guests, management and co-workers.
• Accurate and efficient input of information into computer systems.
• Ability to work cohesively with co-workers within and outside of your department.
• Ability to perform 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 with many arrivals/departures.
• Previous customer service experience.
• Front desk experience preferred.
• Cashier experience preferred.
• Foreign language fluency preferred.
• Guest relations training preferred.
• Able to stand for extended periods (8 hours/shift).
• Able to lift, push, pull and carry moderate weight.

Responsibilities

• Process guest check-ins and check-outs according to Omni’s Moments of Service and SOPs.
• Empathetically listen to guest inquiries and provide appropriate responses.
• Set up accurate accounts for each guest 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 for special requests.
• Maintain confidentiality of all guests and hotel information.
• Ensure security of guest room access and handle folio routing and adjustments.
• Maintain guest history files and knowledge of hotel features, hours, rooms, and promotions.
• Document guest requests and issues promptly and follow up for satisfaction.
• Issue safe deposit boxes to guests and manage keys.
• Distribute guest faxes and generate daily/weekly reports.
• Resolve discrepancies on the room status report with Housekeeping.
• Keep up-to-date knowledge of hotel services, rates and promotions.

Skills

English communication

Data entry

Team collaboration

Math calculations

Decision making

Prioritization & organization

Working under pressure

Customer service experience

Front desk experience

Cashier experience

Foreign language

Guest relations training

Standing long hours

Lifting and carrying

Job description

Omni Oklahoma City Hotel is seeking a Front Desk Agent to deliver a five-star welcome and departure experience. You will be the first and last impression for guests, share information about the resort and local area, and showcase our upscale amenities and services to them.

You will settle guest accounts at checkout, resolve guest issues, handle special requests, and collaborate with Concierge, Bell-Door and Ideal Services teams to ensure guest satisfaction.