Front Desk Agent

Omni Hotels & Resorts•New Orleans, LA

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. The role makes a positive first impression by welcoming guests, sharing information about the hotel and local area, and presenting the hotel’s amenities and services. It also includes settling guest accounts, resolving issues, completing special requests, and coordinating with departments including Concierge, Bell-Door, and Ideal Services.

Requirements

Clearly and pleasantly communicate 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.
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 in a short period.
Stand for the entire shift.
Previous customer service experience.

Nice To Haves

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

Responsibilities

Process guest check-ins and check-outs in accordance with Omni’s Moments of Service and Standard Operating Procedures.
Listen empathetically to guest inquiries and provide appropriate responses.
Create accurate guest accounts based on preferences such as room type and payment.
Block rooms in the computer system and follow through on designated requirements.
Pre-register designated guests and prepare key packets.
Communicate pertinent guest information, including special requests and amenity deliveries, to designated departments and personnel.
Maintain confidentiality of guest and hotel information.
Pay attention to detail to ensure secure access to guest rooms.
Follow Omni accounting standards to settle folios accurately and route or adjust charges appropriately.
Maintain guest history files.
Accommodate room changes promptly.
Document guest requests, complaints, and problems immediately; notify designated personnel and follow up to ensure resolution and guest satisfaction.
Issue safe deposit boxes to guests and ensure key security.
Monitor, send, and distribute guest faxes.
Generate, print, and distribute daily and weekly reports.
Resolve discrepancies between room status reports and Housekeeping.
Maintain complete knowledge of hotel features and services, operating hours, room details and locations, rates, packages, and promotions.