Upscale Front Desk Guest Experience Specialist

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

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.