On Call | Front Desk Agent

Omni Hotels & Spas•Charlotte, NC

About The Position

The Front Desk Agent provides a five-star welcome and departure experience and serves as an ambassador throughout each guest’s stay. The role makes a first impression by welcoming guests, providing information about the resort and local area, and presenting the resort’s upscale amenities and services. The Front Desk Agent settles guest accounts at check-out, resolves guest issues, fulfills special requests, and works closely with other hotel departments, especially Concierge, Bell-Door, and Ideal Services.

Requirements

Clearly and pleasantly communicate verbally and in writing in English with guests, management, and coworkers, in person and by telephone.
Accurately and efficiently input information into computer systems.
Work cohesively with coworkers within and outside the department.
Perform accurate mathematical calculations.
Think clearly and quickly and make concise decisions.
Prioritize, organize, and follow up.
Work well under pressure while handling many arrivals and departures within a short period.
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.
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 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 settle folios accurately and route charges and adjustments correctly.
Maintain guest history files.
Accommodate room changes promptly.
Document guest requests, complaints, and problems immediately; notify the designated department or personnel, and follow up to ensure resolution and guest satisfaction.
Issue safe deposit boxes to guests and ensure the security of their keys.
Monitor, send, and distribute guest faxes.
Generate, print, and distribute daily and weekly reports.
Resolve room-status-report discrepancies with Housekeeping.
Maintain complete knowledge of hotel features and services, operating hours, room types and details, rates, packages, and promotions.