Front Desk Agent

Omni Hotels & Spas • New Orleans, LA

6d

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 strong first impression by welcoming guests, sharing information about the resort and local area, and presenting the resort’s amenities and services. Front Desk Agents settle guest accounts, resolve guest issues, fulfill special requests, and work closely with hotel departments, especially Concierge, Bell-Door, and Ideal Services.

Requirements

• Ability to communicate clearly and pleasantly in spoken and written English with guests, management, and co-workers, in person and by telephone.
• Ability to input information accurately and efficiently into computer systems.
• Ability to work cohesively with co-workers 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 well under pressure while handling many arrivals and departures within 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 each guest’s 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 confidentiality of guest and hotel information.
• Pay attention to detail to ensure the security of guest room access.
• Follow Omni accounting standards to settle folios accurately and route charges and adjustments.
• Maintain guest history files.
• Accommodate room changes promptly.
• Document guest requests, complaints, and problems immediately, notify the designated 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 on the room status report with Housekeeping.
• Maintain complete knowledge of hotel features and services, operating hours, room types and details, rates, packages, and promotions.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed