Front Desk Agent - FT

Omni Hotels & Spas•Tempe, AZ

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 first impression by welcoming guests, sharing information about the resort and local area, and presenting the resort’s upscale 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, and Ideal Services teams.

Requirements

Ability to communicate clearly and pleasantly in spoken and written English with guests, management, and coworkers, in person and by telephone.
Ability to enter information accurately and efficiently into computer systems.
Ability to work cohesively with coworkers within and outside the department.
Ability to perform accurate mathematical calculations.
Ability to think clearly and quickly and make concise decisions.
Ability to prioritize, organize, and follow up.
Ability to work under pressure while handling many arrivals and departures in a short period.
Ability to 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, including special requests and amenity deliveries, to designated departments and personnel.
Maintain the confidentiality of guest and hotel information.
Ensure the security of guest room access through 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 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 discrepancies in the room status report with Housekeeping.
Maintain complete knowledge of hotel features and services, operating hours, room types and details, rates, packages, and promotions.