Front Desk Agent (Full Time)

Omni Hotels & Resorts•Frisco, TX

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 at Omni PGA Frisco Resort & Spa. The role creates a positive first impression by welcoming guests, sharing information about the resort and local area, and presenting resort amenities and services. The agent settles guest accounts at checkout, resolves guest issues, fulfills special requests, and works closely with other hotel departments, particularly Concierge, Bell-Door, and Ideal Services.

Requirements

Clearly and pleasantly communicate verbally and in writing in English with guests, management, and coworkers, in person and by telephone.
Accurately and efficiently enter information into computer systems.
Work cohesively with coworkers within and outside the department.
Perform accurate mathematical calculations.
Think clearly and quickly and make concise decisions.
Prioritize, organize, and follow up.
Work well under pressure while handling many arrivals and departures in a short period.
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 guest 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, such as special requests and amenity deliveries, to designated departments and personnel.
Maintain confidentiality of guest and hotel information.
Pay attention to detail to ensure security of guest room access.
Follow Omni accounting standards to accurately settle folios, route charges, and make adjustments.
Maintain guest history files.
Accommodate room changes expediently.
Document guest requests, complaints, or problems immediately; notify designated personnel or departments, and follow up to ensure resolution and guest satisfaction.
Issue safe deposit boxes to guests and ensure the security of the key.
Monitor, send, and distribute guest faxes.
Generate, print, and distribute daily and weekly reports.
Resolve room-status report discrepancies with Housekeeping.
Maintain complete knowledge of hotel features and services, operating hours, room types, numbers, layout, decor, appointments and locations, room rates, packages, and promotions.