Front Desk Agent

Omni Hotels & Resorts•Providence, RI

1d•Onsite

About The Position

The Omni Providence Hotel is a landmark hotel in Rhode Island, located in Providence and attached to the Rhode Island Convention Center, Amica Mutual Pavilion, and Providence Place Mall. Guests are within walking distance to historical sights and restaurants. Front Desk Agents are responsible for providing a five-star welcome and departure experience, serving as ambassadors throughout the guest’s stay. This includes making the first impression, extending a warm welcome, providing information about the hotel and local area, offering upscale amenities and services, settling guest accounts upon check-out, resolving guest issues, and completing special requests. The hotel fosters a culture that encourages professional development and internal promotions, with a diverse staff. A complete benefit package is offered for all full-time associates, and all associates are provided with "opportunity".

Requirements

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
Previous customer service experience
Must be able to work weekends and holidays

Nice To Haves

Previous hotel front desk experience is strongly preferred
Previous cashiering experience 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
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.