Overnight Front Desk Agent

Omni Hotels & Resorts; Boston (MA); On-site; USD 44,000 - 51,000; Full time

Job summary

Omni Boston Hotel at the Seaport is seeking a friendly, professional Front Desk Associate to welcome guests, handle check-ins and inquiries, and ensure a seamless stay.

You will work with a team committed to hospitality, upholding Omni's standards of service, integrity, and a guest-first mindset in a fast-paced Seaport environment.

Qualifications

• Experience in guest-facing roles is preferred.
• Strong communication and interpersonal skills.
• Ability to multitask and maintain composure in a fast-paced environment.

Responsibilities

• Process guest check-ins and check-outs per SOPs.
• Empathetically respond to guest inquiries and provide accurate information.
• Set up guest accounts with room type and payment preferences.
• Block rooms in the system and manage pre-registration.
• Communicate guest needs to relevant departments and document requests.

Skills

Customer service

Multitasking

Communication skills

English proficiency

Attention to detail

Tools

PMS

Job description

Omni Boston Hotel at the Seaport

DON'T JUST FOLLOW TRENDS. SET THEM AT THE OMNI BOSTON HOTEL AT THE SEAPORT

We don't do cookie-cutter. At Omni, we look for individuals who bring fresh perspectives, bold ideas, and their authentic selves to the team every single day. You won't be asked to conform-you'll be encouraged to stand out.

While we celebrate individual artistry, however, we win as a team. Our shared mission depends on trust, collaboration, and a dedication to uplifting the entire Omni family.

Grab the reins and help design the future of the Seaport's most vibrant destination. For us, creativity isn't a department - it's a mindset. It's woven into everything we do and embodied by everyone who walks through our doors. Performance realities will always exist, but we view those constraints as a creative challenge to push past, never a limit.

The Omni Boston Hotel at the Seaport is a AAA Four Diamond destination located in the heart of the bustling Seaport District. The property boasts 1,054 beautifully appointed guest rooms (including 52 suites), seven unique dining experiences, a scenic rooftop pool, the luxury Breve Spa, and over 100,000 square feet of state-of-the-art event space.

Bring your passion to a team voted one of the "Best Places to Work" by the Boston Business Journal!

POSITION OVERVIEW:

Grab the reins and help shape the future of the Seaport's best kept secret! Creativity must infuse everything we do, and everyone in the Hotel. Performance realities will always exist, but we use these constraints to push, not limit, our creativity.

Hourly rate for this position: $33.51

RESPONSIBILITIES:

• Process guest check-ins and check-outs according to Omnis 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.
• To be fully acquainted with different points of interest.
• Ensure the public areas (lobby) area maintained, clean and tidy by partnering with the Housekeeping Department.
• Responsible for a bank and all cash handling procedures.
• Accept other special duties as required by management.
• Interact with other departments to ensure that guests' needs are satisfied.
• Speak to guests in a friendly, warm manner, making them feel welcome at the hotel.
• To proactively work to seek out ways in which to improve the hotel experience for our guests.
• Handling of special requests; i.e., flowers, amenities, gifts, rental cars, forwarding luggage, private planes, sight-seeing tours, etc.
• Encourage and build mutual trust, respect and cooperation among co-workers. Treat co-workers fairly and equitably.
• Maintain a professional, neat and organized appearance according to Omni Boston Seaport standards.
• Respond swiftly and effectively in any emergency or safety situations. Ensure a safe working and guest environment to reduce the risk of injury or accident.
• Attend all required department trainings and meetings.
• Perform any other duties required by management.

QUALIFICATIONS:

• Previous luxury hotel experience is preferred.
• Previous front office experience is preferred.
• Ability to stand for the entire scheduled shift.
• Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed.
• Knowledge of Property Management Systems and related computer programs
• Must be willing to work flexible hours as needed during busy times and high-profile events, including nights, weekends and holidays.
• Highly developed customer service skills; possessing a friendly approachable demeanor and strong problem-solving abilities, with a keen eye for detail.
• Proven ability to engage guests at all levels. Must be passionate about providing warm, engaging and personalized service.
• Candidate must be able to work in a fast-paced environment and be able to handle multiple priorities.
• Must possess the ability to handle stressful and busy hotel operations. Ability to maintain a positive and professional demeanor and composure at all times.
• Must have the ability to report to work on time and when scheduled.
• Must have the ability to stand and/or walk for extended periods of time.
• Must meet standards of appearance and maintain a high level of personal hygiene at all time.
• Clear, concise written and verbal communication skills. Candidate must be comfortable speaking to guests. Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management, and co-workers.
• Computer literacy to include: Payroll systems, Microsoft Office

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.