Front Desk Agent

Omni Hotels & Spas•Atlanta, GA

About The Position

The Front Desk Agent creates a seamless, personalized, and memorable guest experience throughout every interaction with the Front Office. Serving as a primary liaison between guests and the hotel, the agent delivers exceptional service through traditional Front Desk functions and Ideal Services communications. The role provides a warm, professional arrival and departure experience; assists with guest requests and concerns; processes reservations and financial transactions; manages hotel telephone communications; coordinates guest requests; and works with hotel departments to ensure timely resolution of guest needs. Agents may be assigned to the Front Desk, Ideal Services, or related Front Office functions based on operational needs and are expected to know both areas. The position requires professional guest interaction, accurate check-in and check-out and financial procedures, effective handling of calls and service requests, and follow-through on guest concerns. Agents maintain knowledge of hotel services, facilities, policies, and local attractions; follow Omni standards and procedures; and support continuity and effective operation across Front Office shifts and departments.

Requirements

Previous customer service experience is required.
Excellent verbal and written communication skills, including professional telephone etiquette and face-to-face guest interaction.
Excellent guest service, interpersonal, and problem-solving skills.
Ability to remain composed, professional, and service-focused while managing multiple requests and priorities.
Strong computer and organizational skills and the ability to learn and use hotel systems effectively.
Ability to work independently and collaboratively within a team.
Ability to exercise appropriate judgment when handling confidential guest information and service recovery situations.
Maintain a professional business appearance, attitude, and performance consistent with Omni standards.
Ability to work a flexible schedule, including mornings, evenings, overnight shifts, weekends, and holidays, based on business needs.
Ability to stand, walk, or sit for extended periods or for the duration of an assigned shift.
Ability to move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance.
Ability to use telephone and computer equipment repetitively throughout the workday.

Nice To Haves

Hotel or luxury hospitality experience preferred.

Responsibilities

Welcome and engage guests professionally, creating personalized arrival and departure experiences.
Perform guest check-in and check-out procedures in accordance with Omni standards and Front Office policies.
Act as a liaison between guests and the hotel, identifying needs and coordinating assistance.
Process guest payments, deposits, authorizations, adjustments, and other financial transactions accurately.
Maintain knowledge of hotel rates, packages, promotions, policies, amenities, facilities, and local attractions.
Protect confidential guest information and room-key access according to procedures.
Handle express checkouts, Front Office reports, and other departure or operational functions as assigned.
Assist guests with directions and, where appropriate, escort them to their destinations.
Answer hotel telephone calls promptly and professionally; assist callers and direct calls and messages to the appropriate recipient.
Receive, document, coordinate, and dispatch guest requests to the appropriate department.
Log and monitor guest concerns, service requests, maintenance needs, and other situations requiring attention; follow up to support timely resolution.
Record, schedule, and complete wake-up calls accurately.
Operate hotel telephone, switchboard, two-way radio, and other communication systems as assigned.
Maintain familiarity with emergency procedures, communications, alarm systems, and Front Office and Ideal Services protocols.
Coordinate with hotel departments to facilitate guest service.
Listen to guest concerns, take ownership, resolve issues within the scope of the position, and involve leadership or other departments when needed.
Document and communicate guest concerns and service recovery actions, and follow up to ensure resolution and closure.
Deliver personalized service using Omni's Power of One philosophy and execute Front Office and Ideal Services Moments of Service.
Create seamless transitions between telephone, digital, and face-to-face guest interactions.
Maintain working knowledge of required Front Office systems and equipment.
Complete reports, checklists, logs, documentation, and shift communications accurately; assist with report preparation and distribution as directed.
Communicate relevant information to Front Office leadership and other departments to support continuity between shifts.
Maintain an organized, professional, guest-ready work environment and assist in identifying and resolving operational deficiencies.
Flexibly support Front Desk or Ideal Services according to business volume, staffing, guest needs, and operational requirements.
Perform additional Front Office responsibilities as assigned.