Rooms Front Office - Desk Agent
About The Position
Omni Viking Lakes Hotel is seeking a Front Desk Agent. This position is responsible for providing a five-star welcome and departure experience to each guest, as well as serve as a hotel ambassador throughout the guest’s stay. This team member will make the first impression upon our guests by extending a warm welcome, providing information about the hotel and local area, settling guest accounts upon check-out, resolving guest issues, and completing special requests. Omni Hotels has been named one of the "Best-Led Companies of 2024" by Glassdoor. If you love hospitality, creating amazing customer experiences, and the structure and benefits that come from working with a hotel company then you will love working with Omni!
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 input information accurately and efficiently into computer systems.
- 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.
- 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
- 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.)
- Supports new Omni Safe and Clean protocols throughout the hotel to support Omni's Covid-19 related sanitation protocols.
- Block rooms in the computer and follow through on designated requirements.
- Pre-register 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 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.
- Expediently accommodate any room changes.
- 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.
- Monitor, send and distribute guest faxes.
- Generate, print, and distribute daily and weekly reports.
- Resolve discrepancies in 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.
Benefits
- Medical
- Dental
- Vision
- Other healthcare benefits
- Paid Maternity Leave
- 401k
- Paid Time Off Accrual
- Discounts at the spa and restaurants
- Discounted rates at other Omni properties
- Corporate discounts
- Continued education opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
