Overnight Front Desk Agent

• Preparation of daily reports and distribution as directed.
• Accurate preparation of VIP, complimentary, house use rooms, and out of order lists.
• Conduct back up procedures for Opera and drop tape nightly.
• Handling Express checkouts ensuring their completion.
• Completion of third shift Night Audit checklist.
• Balancing of daily postings and revenue.
• Ensure adequate communication the following morning to all necessary departments by communicating through “Pass On” emails.
• Understanding of all front office standards and assist in solving deficiencies.
• Documenting errors made by cash handling auditors.
• Prepare in-house allowance and adjustment spreadsheets each day.
• Ensuring nightly transmission of credit cards through IPU and Opera.
• To be thoroughly acquainted with all check-in and check-out procedures and policies.
• To be a main liaison between guest and the hotel during Overnight Hours.
• To appropriately protect confidential guest information and guest room key access according to front office SOP’s.
• To be thoroughly acquainted with PBX Operator duties.
• Be familiar with emergency procedures and Alarm System in the PBX department.
• Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process.
• To be thoroughly knowledgeable of all Front and PBX Moments of Service scenarios, and execute to standard.
• Be familiar with all systems and equipments as related to the Front Office (Opera, Nucleus, Synergy, Two-Way Radio Dispatch, ISD Firepanel)
• Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests.
• Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, Frequent Flyer Mileage Program, Laundry Services, and Omni Kids Program).
• To be familiar with all hotel facilities (F&B outlets, Business Center, Fitness Center, Concierge Lounge, Outdoor Pool, Meeting Space, Parking Garage).
• To be familiar with the inter-relationship between the different departments (to include PBX, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing).
• To be familiar with local attractions and businesses.
• Understand and perform cash handling processes.
• Understand the importance of our Medallia scores.
• Maintain Four Diamond Standards of guest service
• Proper phone etiquette; answering the phone with a smile in your voice.
• Aid guests in locating other areas of the hotel (walk them to destination if possible).
• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.
• Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.
• Be pleasant, smile and greet all guests, using surnames when obtained.
• Be actively engaged with our guests. Identify the needs of our guests and meet these needs, aiming to exceed expectations at every opportunity.
• Deliver personalized, memorable guest experiences by utilizing the Power of One.
• Perform other duties and special projects as assigned by Front Office Management.

• Excellent customer service and problem solving skills.
• Must have strong communication, computer and organizational skills.
• Maintain a professional business appearance, attitude, and performance.
• Prior guest service and problem solving experience required, preferably hotel front office experience.
• Prior cash handling experience required.
• Move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance. Stand, walk or sit for an extended period or for an entire work shift. Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.
• Previous experience working Overnight Shift preferred or understanding of Overnight Shift requirements.

Omni Hotels & Resorts