Front Office J-1

Omni Hotels & Spas•Atlanta, GA

21h•Onsite

About The Position

The Front Office Agent creates a seamless, personalized, and memorable guest experience throughout every interaction with the Front Office. Serving as a primary liaison between guests and the hotel, the agent provides exceptional service through traditional Front Desk functions and Ideal Services communications. The position provides a warm and professional arrival and departure experience, assists with requests and concerns, processes reservations and financial transactions, manages hotel telephone communications, coordinates and dispatches guest requests, and works with hotel departments to ensure timely resolution of guest needs. Agents may be assigned to the Front Desk, Ideal Services, or related Front Office functions based on operational needs and are expected to know both areas. The role includes guest check-in and check-out, payment processing, telephone and guest-request coordination, service recovery, operational documentation, and maintaining knowledge of hotel amenities, policies, and local attractions. The agent follows Omni service standards and procedures, protects confidential guest information, and supports a professional, organized, guest-ready work environment.

Requirements

Previous customer service experience required.
Excellent verbal and written communication skills, particularly professional telephone etiquette and face-to-face guest interaction.
Excellent guest service, interpersonal, and problem-solving skills.
Ability to remain composed, professional, and service-focused while managing multiple guest requests and operational priorities.
Strong computer and organizational skills and ability to learn and use hotel systems effectively.
Ability to work independently and collaboratively within a team.
Ability to exercise appropriate judgment when handling confidential guest information and service-recovery situations.
Professional business appearance, attitude, and performance consistent with Omni standards.
Availability to work a flexible schedule, including mornings, evenings, overnight shifts, weekends, and holidays, based on business needs.
Ability to stand, walk, or sit for extended periods or for the duration of an assigned shift.
Ability to move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance.
Ability to use telephone and computer equipment repetitively throughout the workday.

Nice To Haves

Hotel or luxury hospitality experience preferred.

Responsibilities

Welcome and engage guests professionally and provide personalized arrival and departure experiences.
Perform guest check-in and check-out procedures according to Omni standards and Front Office policies.
Serve as a liaison between guests and the hotel by identifying needs and coordinating assistance.
Process guest payments, deposits, authorizations, adjustments, and other financial transactions accurately.
Maintain knowledge of hotel rate plans, packages, promotions, policies, parking procedures, amenities, services, and guest benefits.
Protect confidential guest information and room-key access.
Handle express checkouts and assist with VIP, complimentary, house-use, out-of-order, and other reports and operational needs as assigned.
Provide directions and, when appropriate, personally escort guests to destinations in the hotel.
Maintain knowledge of hotel facilities and local attractions, dining, entertainment, transportation, and businesses to assist guests.
Answer hotel telephone calls promptly and professionally, and assist guests and employees with questions and communication needs.
Direct calls and messages to the appropriate guest, department, or hotel representative.
Receive, document, coordinate, and dispatch guest requests; log concerns, service requests, maintenance needs, and other situations requiring attention.
Monitor outstanding requests and follow up with departments and guests to help ensure timely completion and satisfaction.
Record, schedule, and complete guest wake-up calls accurately.
Operate hotel telephone, switchboard, two-way radio, and other communication systems as assigned.
Maintain familiarity with emergency procedures, communications, alarm systems, and applicable Front Office and Ideal Services protocols.
Coordinate with hotel departments to facilitate guest service.
Listen to guest concerns, take ownership of the guest experience, resolve issues within the scope of the position, and involve leadership or the appropriate department when needed.
Document and communicate guest concerns and service-recovery actions, and follow up to ensure resolution and closure.
Apply Omni's Power of One philosophy and execute Front Office and Ideal Services Moments of Service.
Create seamless transitions between telephone, digital, and face-to-face guest interactions.
Maintain working knowledge of systems and equipment required for assigned responsibilities.
Complete reports, checklists, logs, documentation, and shift communication accurately; assist with report preparation and distribution as directed.
Communicate relevant information to leadership and hotel departments to support continuity between shifts.
Understand Front Office standards and assist leadership in identifying and resolving operational deficiencies.
Maintain an organized, professional, guest-ready work environment.
Operate computers, telephones, printers, radios, and other equipment necessary for assigned duties.
Flexibly support Front Desk or Ideal Services based on business volume, staffing, guest needs, and operational requirements.
Perform additional Front Office responsibilities as assigned.