Front Desk Agent

Omni Hotels & Resorts•Atlanta, GA

About The Position

The Front Desk Agent creates a seamless, personalized, and memorable guest experience throughout every interaction with the Front Office. As a primary liaison between guests and the hotel, the role delivers exceptional service through traditional Front Desk functions and Ideal Services communications. Responsibilities include providing a warm, professional arrival and departure experience; assisting with guest requests and concerns; processing reservations and financial transactions; managing hotel telephone communications; coordinating guest requests; and working with hotel departments to resolve guest needs promptly and effectively. Agents may be assigned to the Front Desk, Ideal Services, or related Front Office functions according to operational needs and are expected to know both areas. The role also supports Front Office operations through accurate reporting and documentation, shift communication, maintaining a guest-ready work environment, and operating relevant systems and equipment. Agents are expected to follow Omni standards, protect confidential guest information, demonstrate ownership of the guest experience, and remain flexible as business and guest needs change.

Requirements

Previous customer service experience is required.
Excellent verbal and written communication skills, including professional telephone etiquette and face-to-face guest interaction.
Excellent guest service, interpersonal, and problem-solving skills.
Ability to remain composed, professional, and service-focused while managing multiple requests and operational priorities.
Strong computer and organizational skills and ability to learn and use hotel systems effectively.
Ability to work independently and collaboratively in a team environment.
Ability to use appropriate judgment when handling confidential guest information and service-recovery situations.
Professional business appearance, attitude, and performance consistent with Omni standards.
Ability to work a flexible schedule including mornings, evenings, overnight shifts, weekends, and holidays, based on business needs.
Ability to stand, walk, or sit for extended periods or for the duration of an assigned shift.
Ability to move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance.
Ability to use telephone and computer equipment repetitively throughout the workday.

Nice To Haves

Hotel or luxury hospitality experience.

Responsibilities

Welcome and engage guests professionally and create personalized arrival and departure experiences.
Complete guest check-in and check-out procedures accurately in accordance with Omni standards and Front Office policies.
Serve as a liaison between guests and the hotel, identifying needs and coordinating assistance.
Process guest payments, deposits, authorizations, adjustments, and other financial transactions.
Maintain knowledge of hotel rate plans, codes, packages, promotions, policies, amenities, facilities, and services.
Protect confidential guest information and room-key access; handle express checkouts and other departure functions as assigned.
Assist with Front Office reports and operational needs, including VIP, complimentary, house-use, and out-of-order reports.
Provide hotel directions and, when appropriate, escort guests to their destinations; offer recommendations and directions for local attractions, dining, entertainment, transportation, and businesses.
Answer incoming hotel telephone calls promptly and courteously, assist guests and employees with questions and requests, and direct calls and messages appropriately.
Receive, document, coordinate, and dispatch guest requests; log guest concerns, service requests, maintenance needs, and other situations in designated systems.
Monitor outstanding requests and follow up with departments and guests to support timely completion and satisfaction.
Record, schedule, and complete guest wake-up calls accurately.
Operate hotel telephone, switchboard, two-way radio, and other communication systems as assigned.
Maintain familiarity with hotel emergency procedures, communications, alarm systems, and relevant protocols.
Coordinate with hotel departments to facilitate seamless guest service.
Listen to guest concerns, take ownership, resolve issues within the scope of the position, and involve leadership or the appropriate department when needed.
Document and communicate guest concerns and service-recovery actions, and follow up to ensure resolution and closure.
Apply Omni's Power of One philosophy and Front Office and Ideal Services Moments of Service standards.
Create consistent transitions between telephone, digital, and in-person guest interactions.
Complete required reports, checklists, logs, documentation, and shift communications; assist with report preparation and distribution as directed.
Communicate relevant information to Front Office leadership and other departments to support continuity between shifts.
Maintain an organized, professional, guest-ready work environment and assist leadership in identifying and resolving operational deficiencies.
Operate computers, telephones, printers, radios, and other equipment required for assigned responsibilities.
Flexibly support Front Desk or Ideal Services based on business volume, staffing, guest needs, and operational requirements, and perform additional assigned Front Office duties.