Front Desk Agent
About The Position
The Front Desk Agent is the first point of contact for guests and helps ensure their stay is enjoyable and memorable. The role processes guest arrivals and departures, responds to inquiries, manages guest accounts and requests, and coordinates with hotel departments to deliver personalized service. The agent must follow Omni service standards, operating procedures, and accounting requirements while maintaining guest and hotel confidentiality. The position requires a flexible schedule, including nights, weekends, and holidays, and standing for the full duration of a scheduled shift.
Requirements
- Clearly and pleasantly communicate in English, verbally and in writing, with guests, management, and co-workers, in person and by telephone.
- Accurately and efficiently input information into computer systems.
- Work cohesively with co-workers within and outside the department.
- Prioritize and organize work, follow up, and work well under pressure.
- Work a flexible schedule, including nights, weekends, and holidays.
- Stand for the full duration of a scheduled shift.
Nice To Haves
- Previous customer service experience is preferred.
- Previous cashiering experience is preferred.
Responsibilities
- Maintain regular attendance as required by varying resort scheduling needs.
- Maintain high standards of personal appearance and grooming, including wearing the proper uniform and name tag.
- Process guest check-ins and check-outs according to Omni Moments of Service and Standard Operating Procedures.
- Know and follow Front Desk and PBX service scenarios and emergency procedures.
- Assist with billing inquiries and understand the details included in guest folios.
- Listen empathetically to guest inquiries and provide appropriate responses.
- Set up accurate guest accounts according to preferences, including room type and payment.
- Block rooms in the computer and follow through on designated requirements.
- Pre-register designated guests and prepare key packets.
- Communicate pertinent guest information, such as special requests and amenity deliveries, to the appropriate departments or personnel.
- Maintain confidentiality of guest and hotel information.
- Follow Omni accounting standards to settle folios accurately and route charges and adjustments correctly.
- Maintain and update guest requests and service opportunities.
- Accommodate room changes promptly.
- Immediately document guest requests, complaints, or problems; notify the appropriate department or personnel; and follow up to ensure resolution and guest satisfaction.
- Become familiar with Front Desk systems and equipment.
- Become familiar with hotel amenities, facilities, and the relationships between hotel departments.
- Understand and perform cash-handling processes.
- Deliver personalized, memorable guest experiences using the Power of One.
- Assist management with miscellaneous front office tasks, including organizing, filing, and delivering requested items to guests.
- Complete other duties as assigned by management.
Benefits
- Comprehensive training and mentoring
- Dynamic and exciting work environment
Stand Out From the Crowd
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
