Front Desk Agent - Full service luxury hotel

• 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
• Assist in Pre-registering 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
• 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
• Answer incoming calls. Sort, send and distribute guest package, faxes & mail at the front desk
• Be available to work overnight shift. Perform night audit function as needed
• Generate, print and distribute daily and weekly reports
• Report discrepancies on room status to Front Office and 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.

• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person, ia email and by telephone
• Ability to accurately and efficiently input information into Property management systems
• Ability to work cohesively with co-workers both within and outside of your department
• Ability to compute accurate mathematical calculations and process payment transactions for guests.
• Ability to use the power of one, think clearly, quickly and make concise decisions
• Ability to prioritize, organize and follow up
• Ability to stand entire shift. Lift 50 lbs
• Ability to multi-task. Work in a highly visible position, dealing with many arrivals and departures within a short period of time
• Previous hotel customer service experience is required.
• Degree in a related course of study. Preferably hospitality
• Previous hotel front desk / Night Auditor experience, minimum 1 year is required
• Previous cashiering experience is required
• Availability to work all shifts, weekends & holidays
• Fluency in a foreign language is preferred
• Previous guest relations training in a five star hotel is preferred
• Flexible availability to work all shifts to include overnights as needed

Omni Hotels & Resorts