Front Desk Agent

Omni Hotels•Hot Springs, VA

43d•Onsite

About The Position

A Front Desk Agent is responsible to provide a warm welcome to all guests staying in the hotel, ensuring all needs are met, anticipated whenever possible, and building and fostering relationships with new and repeat guests. Front Desk Agents are expected to respond to all guests' requests expediently, assisting with dining, activity, and event reservations, additionally answering all inquiries accurately. Front Desk Agents are expected to provide a prompt and efficient check-in and check-out experience, charge all guests appropriately, accommodate room-change requests expediently, and provide the most positive experience possible.

Requirements

Available for weekends and holidays, as well as mornings and evenings.
Previous customer service experience preferred
Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone
Ability to accurately and efficiently input information into computer systems
Ability to work cohesively with co-workers both within and outside of your department
Ability to compute accurate mathematical calculations
Ability to think clearly, quickly, and make concise decisions
Ability to prioritize, organize, and follow up
Ability to work well under pressure, dealing with many arrivals and departures within a short period of time

Responsibilities

Process guest check-ins and check-outs according to Omni's Moments of Service and Standard Operating Procedures
Empathetically listen to guest inquiries and provide appropriate responses
Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)
Block rooms in the computer and follow through on designated requirements
Pre-register designated guests and prepare key packets
Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
Maintain confidentiality of all guests and hotel information
Employ attention to detail in order to ensure security of guest room access.
Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments
Maintain guest history files on all guests
Accommodate room changes expediently
Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction
Issue safe deposit boxes to guests and ensure security of key
Monitor, send, and distribute guest faxes
Generate, print, and distribute daily and weekly reports
Resolve discrepancies on the room status report with Housekeeping
Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages, and promotions.