Front Desk Agent

Omni Hotels & Resorts•Oklahoma City, OK

18d

About The Position

The Front Desk Agent provides a five-star welcome and departure experience and serves as an ambassador throughout each guest’s stay. The role makes a first impression by welcoming guests, sharing information about the hotel and local area, and offering the property’s upscale amenities and services. The agent settles guest accounts at check-out, resolves guest issues, and fulfills special requests. The position works closely with other hotel departments, especially 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.
Compute mathematical calculations accurately.
Think clearly and quickly and make concise decisions.
Prioritize, organize, and follow up.
Work well under pressure during periods with many arrivals and departures.
Previous customer service experience.
Ability to stand for extended periods, at least 8 hours per shift.
Ability to lift, push, pull, and carry moderate weight.
Ability to walk and stand for extended periods, with frequent bending and twisting.

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 based on preferences such as 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 or personnel.
Maintain confidentiality of guest and hotel information.
Pay close 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 appropriate department or personnel, and follow up to ensure resolution and guest satisfaction.
Issue safe deposit boxes to guests and ensure key security.
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 and details, rates, packages, and promotions.