Front Desk Agent - FT

Omni Hotels & Resorts•Tempe, AZ

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, sharing information about the hotel and local area, and presenting the property’s amenities and services. It also involves settling guest accounts at checkout, resolving guest issues, completing special requests, and coordinating closely with the Concierge, Bell-Door, Ideal Services, and other hotel teams.

Requirements

Clearly and pleasantly communicate in spoken and written 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.
Compute mathematical calculations accurately.
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.
Fluency in a foreign language.
Previous guest relations training.

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, including special requests and amenity deliveries, to designated departments and personnel.
Maintain confidentiality of guest and hotel information.
Protect guest room access security through careful attention to detail.
Follow Omni accounting standards to settle folios accurately and route charges and adjustments.
Maintain guest history files.
Accommodate room changes promptly.
Immediately document guest requests, complaints, and problems; notify the appropriate 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 current knowledge of hotel features and services, operating hours, room types and details, rates, packages, and promotions.