Front Desk Agent (Full Time)

Omni Hotels & Resorts•Frisco, TX

14h

About The Position

The Front Desk Agent provides a five-star welcome and departure experience and serves as an ambassador for guests throughout their stay at Omni PGA Frisco Resort & Spa. The role makes a first impression by welcoming guests, sharing information about the resort and local area, and presenting the resort’s amenities and services. Agents settle guest accounts at checkout, resolve guest issues, handle special requests, and coordinate closely with Concierge, Bell-Door, Ideal Services, and other hotel departments. This is described as an opportunity for someone seeking to grow in the hospitality industry.

Requirements

Communicate clearly and pleasantly in spoken and written English with guests, management, and coworkers, in person and by telephone.
Accurately and efficiently enter information into computer systems.
Work cohesively with coworkers within and outside the department.
Compute mathematical calculations accurately.
Think clearly and quickly and make concise decisions.
Prioritize, organize, and follow up.
Work well under pressure during periods with many arrivals and departures.
Stand for the entire shift.
Previous customer service experience.

Nice To Haves

Previous hotel front desk experience is strongly preferred.
Previous cashiering experience is preferred.
Fluency in a foreign language is preferred.
Previous guest relations training is preferred.

Responsibilities

Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures.
Listen empathetically to guest inquiries and provide appropriate responses.
Create accurate guest accounts based on guest 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 relevant guest information, including special requests and amenity deliveries, to designated departments and personnel.
Maintain confidentiality of guest and hotel information.
Ensure security of guest room access through attention to detail.
Follow Omni accounting standards to accurately settle folios and route charges and adjustments.
Maintain guest history files.
Accommodate room changes promptly.
Immediately document guest requests, complaints, or problems and notify the appropriate department or personnel; follow up to ensure resolution and guest satisfaction.
Issue safe deposit boxes to guests and maintain the security of their keys.
Monitor, send, and distribute guest faxes.
Generate, print, and distribute daily and weekly reports.
Resolve discrepancies in room status reports with Housekeeping.
Maintain current knowledge of hotel features and services, operating hours, room types, numbers, layouts, decor, appointments and locations, rates, packages, and promotions.