Front Office Agent
About The Position
The placement opportunity includes various departments and positions. In the Orientation department, the Onboarding position lasts 0.5 months. During this phase, the participant will engage in a 1-day orientation to the Omni Homestead Resort, covering mandatory safety training, Organization Structure, Policies and Procedures, Benefits, Housing, Resort culture, and Omni and The Homestead Resort’s Vision, Mission and Core beliefs. Trainees and Interns will also receive a property and history tour of the facility. In the Rooms Division, the Front Desk Operations AM position lasts 2.5 months. Here, the participant will develop skills in handling guest requests and concerns, ensuring an enjoyable stay, and achieving proficiency in the property. They will effectively multi-task in the PBX switchboard area, routing calls and managing 2-way communication radios simultaneously. This area requires knowledge of all facets of the hotel and its staff. The Night Audit Mastery Training in the Rooms Division lasts 3 months. The trainee will be responsible for overseeing front desk operations during overnight hours while accurately completing daily financial close-out procedures. This role ensures a seamless guest experience, maintains the integrity of financial reporting, and serves as the primary hotel representative overnight. The ideal candidate combines strong accounting skills, attention to detail, and exceptional guest service in a luxury resort environment. The Customer Service Training in the Rooms Division lasts 3 months. In this phase, the participant will assist staff with client inquiries, concerns and defusing negative situations; address all client correspondence and communication including emails, letters and phone calls. They will manage and update the client database; conduct client satisfaction surveys, and review, evaluate, and make conclusions on the customer service satisfaction index, all while providing the best customer service experience. Finally, the Advanced training - Front Desk Operations PM in the Rooms Division lasts 3 months. In this phase, the J1 will provide professional, welcoming, and personalized service, respond efficiently to special requests, understand and resolve escalated guest compliments, and make and modify guest reservations. They will serve as a knowledgeable point of contact for all departments, ensuring seamless coordination across the property, maintain complete knowledge of the property, its history, amenities, services, and programming, confidently promote resort offerings and upsell guest rooms and services when appropriate, and represent the resort’s brand standards in appearance, communication, and conduct.
Requirements
- Enrolled in a post secondary ministerially recognized academic institution in the hospitality industry OR
- Have a hospitality degree and at least 1 year of recent relevant work experience in the (ultra) luxury hotel industry (outside of the USA) OR
- Have 5 years recent relevant work experience in the (ultra) luxury hotel industry (outside the USA)
- Have shown consistent career growth over the last years
- Have shown serious commitment to your most recent employers
Responsibilities
- Participate in a 1-day orientation to the Omni Homestead Resort
- Undergo mandatory safety training
- Learn about Organization Structure, Policies and Procedures, Benefits, Housing, our Resort culture, Omni and The Homestead Resort’s Vision, Mission and Core beliefs
- Receive a property and history tour of the facility
- Develop skills in handling guest's requests and concerns
- Make sure that guests have an enjoyable stay
- Develop proficiency in the property
- Effectively multi-task in the PBX switchboard area
- Route calls and manage 2-way communication radios
- Be knowledgeable of all facets of the hotel and who works there
- Pay attention to detail
- Demonstrate excellent organizational skills
- Perform conflict resolution
- Make and modify reservations
- Execute check out/settlement process and procedure
- Provide professional welcome and greeting
- Utilize advanced interpersonal skills
- Operate PMS system
- Provide accurate information and directions
- Facilitate daily functions
- Respond to special requests
- Understand and address all complaints
- Answer switchboard and direct calls accordingly
- Maintain complete knowledge of property, history and amenities
- Upsell guest rooms and promote resort services
- Maintain a clean and neat front desk area
- Oversee front desk operations during overnight hours
- Accurately complete daily financial close-out procedures
- Ensure a seamless guest experience
- Maintain the integrity of financial reporting
- Serve as the primary hotel representative overnight
- Assist the section's staff with client inquiries, concerns and defusing negative situations
- Address all client correspondence and communication including emails, letters and phone calls
- Manage and update the client database
- Conduct client satisfaction surveys
- Review, evaluate and make conclusions on the customer service satisfaction index
- Provide the best customer service experience
- Provide professional, welcoming and personalized service
- Respond efficiently to special requests
- Understand and resolve escalated guest compliments
- Serve as a knowledgeable point of contact for all departments
- Ensure seamless coordination across the property
- Maintain complete knowledge of the property, its history, amenities, services, and programming
- Confidently promote resort offerings and upsell guest rooms and services when appropriate
- Represent the resort’s brand standards in appearance, communication, and conduct
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What This Job Offers
Job Type
Full-time
Career Level
Intern
