On Call | Front Desk Agent

Omni Hotels & Resorts; Charlotte (NC); On-site; USD 28,000 - 42,000; Full time

Job summary

Omni Hotels & Resorts in Charlotte, NC is seeking a Front Desk Agent to deliver a five-star welcome and departure experience and act as a guest ambassador throughout the stay.

You will handle check-ins/outs, provide local area information, and promote resort amenities while ensuring accurate folio settlement and guest satisfaction. Experience in hospitality and strong English communication are preferred.

Qualifications

• Ability to clearly and pleasantly communicate in English with guests, management and co-workers.
• Ability to accurately input information into computer systems.
• Ability to work cohesively with co-workers 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 with many arrivals/departures.
• Ability to stand for the entire shift.
• Previous customer service experience.
• Front desk experience is strongly preferred.
• Cashiering experience is preferred.
• Fluency in a foreign language is preferred.
• Guest relations training is preferred.

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 (special requests, amenity delivery).
• Maintain confidentiality of all guests and hotel information.
• Maintain guest history files on all guests.
• Document all guest requests, complaints or problems and follow up to ensure completion and guest satisfaction.

Skills

Customer service

Communication

Data entry

Teamwork

Math skills

Decision making

Prioritization

Pressure tolerance

Stand for shift

Foreign language

Guest relations

Job description

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.