Luxury Front Desk & Guest Experience Agent

Omni Hotels & Resorts; Atlanta (GA); On-site; USD 19,000 - 25,000; Full time

Job summary

Omni Atlanta Hotel at Centennial Park in downtown Atlanta seeks a Front Desk Agent to create a seamless guest experience, handling check-in/check-out, guest requests, and communications with a warm, professional demeanor.

You will manage reservations, payments, and room information while coordinating with multiple hotel departments to ensure timely resolutions and personalized service. A welcoming presence and strong problem-solving skills are essential.

Qualifications

• Previous customer service experience required; hotel or luxury hospitality experience preferred.
• Excellent verbal and written communication skills, with particular emphasis on professional telephone etiquette and face-to-face guest interaction.
• Excellent guest service, interpersonal, and problem-solving skills.
• Ability to remain composed, professional, and service-focused while managing multiple guest requests and operational priorities.
• Strong computer and organizational skills with the ability to learn and effectively utilize hotel systems.
• Ability to work independently as well as collaboratively within a team environment.
• Professional business appearance, attitude, and performance consistent with Omni standards.
• Must be able to work a flexible schedule including mornings, evenings, overnight shifts, weekends, and holidays based upon business needs.
• Must be able to stand, walk, or sit for extended periods or for the duration of an assigned shift.
• Must be able to move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance.
• Position requires repetitive use of telephone and computer equipment throughout the workday.

Responsibilities

• Welcome and engage guests in a warm, polished, and professional manner while creating a personalized arrival and departure experience.
• Perform all guest check-in and check-out procedures accurately and in accordance with Omni standards and Front Office policies.
• Serve as a primary liaison between guests and the hotel, identifying guest needs and coordinating appropriate assistance.
• Accurately process guest payments, deposits, authorizations, adjustments, and other financial transactions.
• Maintain knowledge of hotel rate plans, rate codes, packages, promotions, and applicable policies.
• Appropriately protect confidential guest information and guest room key access in accordance with Front Office procedures.
• Handle express checkouts and other departure-related functions as assigned.
• Assist with VIP, complimentary, house-use, out-of-order, and other Front Office reports and operational needs as assigned.
• Assist guests with directions throughout the hotel and, whenever appropriate, personally escort guests to their destination.
• Maintain knowledge of parking procedures, hotel policies, programs, amenities, services, and guest benefits.
• Remain knowledgeable regarding hotel facilities including restaurants and bars, meeting and event space, fitness facilities, pool, parking, concierge services, and other guest amenities.
• Maintain knowledge of local attractions, dining, entertainment, transportation, and businesses to confidently assist guests with recommendations and directions.

Skills

Customer service

Communication skills

Problem solving

Teamwork

Multitasking

Professional appearance

Tools

Front desk systems

Job description

Omni Atlanta Hotel at Centennial Park in downtown Atlanta seeks a Front Desk Agent to create a seamless guest experience, handling check-in/check-out, guest requests, and communications with a warm, professional demeanor.

You will manage reservations, payments, and room information while coordinating with multiple hotel departments to ensure timely resolutions and personalized service. A welcoming presence and strong problem-solving skills are essential.