Front Desk Agent (Full Time)

Omni Hotels & Spas•Frisco, TX

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 creates a strong first impression by welcoming guests, providing information about the resort and local area, and offering resort amenities and services. The agent settles guest accounts at checkout, resolves guest issues, completes special requests, and works closely with the Concierge, Bell-Door, and Ideal Services teams. This role is presented as an opportunity to grow in the industry. The agent processes guest arrivals and departures, maintains accurate guest accounts and records, communicates requests to relevant departments, protects guest and hotel information, and follows accounting and security procedures. The role also handles guest inquiries and complaints, follows up to confirm resolution and satisfaction, prepares reports, coordinates with Housekeeping on room-status discrepancies, and maintains detailed knowledge of hotel features, services, room types, rates, and promotions.

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.
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 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 pertinent guest information, including special requests and amenity delivery, to designated departments or personnel.
Maintain confidentiality of guest and hotel information.
Attend to detail to ensure the security of guest room access.
Follow Omni accounting standards, including accurate settlement of folios, routing of charges, and adjustments.
Maintain guest history files.
Accommodate room changes promptly.
Document guest requests, complaints, and problems immediately; notify designated personnel or departments and follow up to ensure completion and guest satisfaction.
Issue safe deposit boxes to guests and ensure the security of the key.
Monitor, send, and distribute guest faxes.
Generate, print, and distribute daily and weekly reports.
Resolve room-status report discrepancies with Housekeeping.
Maintain current knowledge of hotel features and services, operating hours, room types and details, rates, packages, and promotions.