Rooms Front Office - Desk Agent

Omni Hotels & Resorts; Houston (TX); On-site; USD 32,000 - 46,000; Full time

Job summary

Omni Houston Hotel is seeking a friendly Front Desk Associate to greet guests and manage check-ins and check-outs with warmth and efficiency. You will be the first point of contact, ensuring every guest's stay begins on a high note.

The role requires maintaining accurate folios, handling billing inquiries, and coordinating with housekeeping, F&B and other departments to fulfill guest requests. You will uphold Omni standards, protect guest confidentiality, and deliver memorable, personalized

Qualifications

• Ability to clearly and pleasantly communicate in English, both verbally and written, with guests, management and co-workers.
• Accurately input information into computer systems.
• Ability to work cohesively with co-workers within and outside of your department.
• Willing to work nights, weekends, and holidays.
• Ability to stand for the full duration of a scheduled shift.

Responsibilities

• Process guest check-ins and check-outs according to Omni's Moments of Service and Standard Operating Procedures.
• Maintain regular attendance in compliance with Omni standards, as required by scheduling which will vary according to the needs of the resort.
• Block rooms in the computer and follow through on designated requirements.
• Communicate pertinent guest information to designated departments/personnel and maintain folios.
• Maintain confidentiality of all guests and hotel information.
• Use attention to detail to understand and execute all Omni accounting standards ensuring accurate settlement of folios.
• Deliver personalized, memorable guest experiences by utilizing the Power of One.
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation.

Skills

Excellent communication skills

Cash handling

Customer service orientation

Teamwork

Flexibility (nights/weekends)

Job description

Omni Houston Hotel

Discover a luxurious oasis at the Omni Houston Hotel. Situated on impeccably manicured grounds, the Omni Houston features the finest in Houston accommodations with sensational views of Downtown Houston and the beautiful resort-style pool area. The Omni Houston Hotel is centrally located in the prestigious Uptown Post Oak/Galleria area and is just minutes from all the excitement that Houston, has to offer.

The Omni Houston Hotel'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 Houston Hotel may be your perfect match.

Position Overview

The ideal candidate will have excellent communication skills, a positive attitude, and a passion for delivering outstanding guest service. As the first point of contact for our guests, you will play a key role in ensuring their stay is enjoyable and memorable.

Key Responsibilities

• Maintain regular attendance in compliance with Omni standards, as required by scheduling which will vary according to the needs of the resort.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and name tag when working.
• Process guest check-ins and check-outs according to Omni's Moments of Service and Standard Operating Procedures.
• To be thoroughly knowledgeable of all Front and PBX Moments of Service scenarios, emergency procedures and execute to standard.
• Assist with billing inquiries and be knowledgeable of all details included within guest folios
• 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, etc.).
• Maintain confidentiality of all guests and hotel information.
• Use attention to detail to understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments.
• Maintain and update requests and service opportunities for 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.
• Be familiar with all systems and equipments as related to the Front Desk
• Be familiar with all hotel amenities (Wireless Internet, Select Guest/GHA Discovery Program, Laundry Services, and Omni Kids Program).
• Be familiar with all hotel facilities (F&B outlets, Membership, Business Center, Coffee Market, Retail Shops, Fitness Center, Spa, Kids Club, and Golf Pro Shops).
• Be familiar with the inter-relationship between the different departments (PBX, Guest Services, Housekeeping, F&B outlets, Retail, and Purchasing).
• Understand and perform cash handling processes.
• Deliver personalized, memorable guest experiences by utilizing the Power of One.
• Assist management with miscellaneous front office tasks including but not limited to; organizing, filing, and delivering requested items to guests.
• Complete other duties as assigned by management.

Qualifications

• Ability to clearly and pleasantly communicate in English, both verbally and written, 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 prioritize, organize, follow up, and work well under pressure. Previous customer service experience and cashiering is preferred.
• Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays.
• Ability to stand for the full duration of a scheduled shift.

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.