Rooms Front Office - Desk Agent

Omni Hotels & Resorts•New Haven, CT

1d•Onsite

About The Position

Located in downtown New Haven and just steps away from the prestigious Yale and other Universities, the Omni New Haven @ Yale University surrounds our guests with luxurious comfort and unparalleled service. The Omni Hotel stands out within New Haven’s skyline visible from surrounding highways & bridges. Our guests enjoy breathtaking views from our guest rooms and John Davenports Restaurant located in the 19th floor overlooking the city and Yale Campus. Come join our award winning team at the only 4-diamond hotel in New Haven where you’ll experience a rewarding and powerful work environment! We offer paid internships, development programs, tuition reimbursement competitive benefits and a rewarding career opportunity in hospitality! Desk Agent Overview: This team member will be responsible for providing a five-star welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guest’s stay. Front Desk Agents make the first impression upon our guests by extending a warm welcome, providing information about the resort and local area, and offering our full range of upscale resort amenities and services to them. Front Desk Agents are also responsible for settling guest accounts upon check-out, resolving guest issues and completing special requests. They work closely with all hotel departments especially our Concierge, Bell-Door and Sales teams.

Requirements

Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone.
Ability to accurately and efficiently input information into computer systems. Strong technical competencies.
Ability to work cohesively with co-workers both 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, dealing with many arrivals and departures within a short period of time.
Ability to stand for entire shift.
Degree in Hospitality or related course of study
Previous hotel front desk experience in a luxury hospitality setting required.
Previous cashiering experience

Nice To Haves

Fluency in English and a second foreign language is preferred.
Previous guest relations experience in a luxury hotel setting

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.
Send guest pre-arrival messages and information
Communicate and record 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 synergy / Engineering repair and Housekeeping guest need electronic tickets
Monitor, send and distribute guest faxes. Sort guest mail. Answer phones and transfer calles efficiently
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.