Front Desk Agent

Omni Hotels & Spas•Pittsburgh, PA

20h•Onsite

About The Position

This person would be responsible for welcoming guests, checking guests in and out of the hotel and ensuring customers have a satisfying and enjoyable stay; answering the phone and be the “one stop show” for all guests and customer’s telephone needs and to take ownership of ensuring all guests requests are fully satisfied in a timely manner. To properly take all guests’ Room service orders, communicate them to the servers and work to expedite their service. Responsible for offering information regarding hotel services and amenities; giving directions; dining and entertainment options. Must be able to complete a daily shift report and balance paperwork and cash drawer. Computer experience required. Previous hotel experience preferred; customer service experience required. Excellent communication skills required. This position requires standing and walking throughout shift. Applicant must be flexible and able to work am, pm, weekends and holidays.

Requirements

Computer experience required.
Previous hotel experience preferred
Customer service experience required.
Excellent communication skills required.
Applicant must be flexible and able to work am, pm, weekends and holidays
Hearing is critical (Must be able to clearly hear the guest)
Vision is moderate (Needs to be able read the computer screens and the guest registration rack)
Speech is critical (Guest must be able to clearly understand the operator)
Literacy is critical (To ensure calls are directed properly and messages are taken accurately)

Nice To Haves

Previous hotel experience preferred

Responsibilities

Be thoroughly familiar with and adhere to Moments of Service performance standards And Power of Engagement
Responsible for answering the phone within three rings. Using the Omni Phone standard greeting and closing. Follow the LSOP regarding dispatching calls to other departments.
Accurately take Room Service orders for guests, including upselling daily specials, desserts, wines and other items. Quote the guest an accurate approximate time of delivery for the order. Prepare checks for room service orders and take payment for said orders.
Assist all callers with their needs and direct to proper person/department only if they cannot be assisted by Ideal Service.
Handle phone traffic for the various departments and personnel of the hotel.
Accept and give wake up calls to guests, following proper procedures.
Familiarization with emergency response procedures and ability to act on said procedures.
Familiarization with general questions asked by guests. This includes assisting the guests with questions pertaining to the front desk, outlets, concierge, housekeeping and engineering.
Complete Knowledge of food menu and wine list. Know and adhere to all liquor liability laws.
Prepare daily amenity reports and order all necessary food and beverage in timely fashion.
Coordinate distribution of faxes and packages to in-house guests
Log all internal and external requests in Synergy MMS and add flags to guest accounts in Opera/Alice when appropriate.
Follow all instruction given by all Managers, Supervisors, and Lead Agents
Complete duties assigned during shift.
Attend all mandatory meetings including, but not limited to, OST Meetings, AOS meetings and Menu tastings.
Clean and maintain all equipment
Sweep/vacuum office and discard paper as needed
To be thoroughly acquainted with all check-in procedures and policies.
To be thoroughly acquainted with all check-out procedures and policies.
To be a main liaison between guest and the hotel.
Be familiar with guest scenarios.
Be familiar with all technical equipment as related to the Front Desk.
To be familiar with all hotel facilities.
To be familiar with general organization set-up.
Read, initial and sign the Pre-shift and discuss open issues with Front Office Manager daily.
To be familiar with the inter-relationship between the different departments.
Complete Moments of Service training and follow this philosophy at all times.
Demonstrate understanding and adherence to Selling Strategy calendars by all Front Desk agents.
Know how to make a reservation (group or individual)
To uphold the reputation of the hotel as a professional associate.
Properly use and maintain hotel equipment
Make decisions that meet and exceed the expectations of the hotel.
Familiar with downtown area including attractions, restaurants, businesses.
Act as an “Ambassador” for the hotel and champion the “Moments of Service” culture.