Overnight Front Desk Agent

Omni Hotels•Houston, TX

38d•Onsite

About The Position

To oversee and coordinate all night time front desk functions, and ensure all financial transactions for the day are verified and balanced, while providing services to our guests in a courteous and professional manner.

Requirements

Attain a high propensity for customer service.
Previous cash handling experience.
Must be able to work a flexible overnight schedule and willingness to work weekends and holidays.
Ability to stand for the full duration of a scheduled shift.

Responsibilities

Maintain regular attendance in compliance with Omni standards, as required by scheduling which will vary according to the needs of the resort.
Maintain high standards of personal appearance and grooming, which include wearing the proper attire/uniform and name tag when working.
Process guest check-ins and check-outs according to Omni's Moments of Service and Standard Operating Procedures.
Understand all Moments of Service for PBX, Guest Services and Front Desk.
Preparation of daily reports and distribution as directed.
Accurate preparation of VIP, complimentary, house use rooms, and out of order lists.
Conduct back up procedures for Opera and ResortSuite and drop tape nightly.
Completion of third shift Night Audit checklist.
Balancing of daily postings and revenue.
Ensure adequate communication the following morning to all necessary departments by communicating through ShiftNotes, Opera Profile Notes, and email.
Understanding of all front office standards and assist in solving deficiencies.
Documenting errors made by cash handling agents.
Prepare In-house allowance and adjustment spreadsheets each day.
Prepare and send out the all BC Users.
Balancing of daily posting and revenue, and resolution of inaccuracies.
Ensuring nightly transmission of credit cards through IPU and ResortSuite.
To be thoroughly acquainted with all check-in and check-out procedures and policies.
To appropriately protect confidential guest information and guest room key access according to front office SOP's.
Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process.
To be thoroughly knowledgeable of all Front and PBX Moments of Service scenarios, emergency procedures and execute to standard.
Be familiar with all systems and equipment as related to the Front Office (ResortSuite, Nucleus, GoConcierge, Synergy, Vingcard Vision, Two-Way Radio Dispatch, Firepanel)
Be familiar with all hotel amenities (Wireless Internet, Select Guest Program, GHA Discovery Program, Laundry Services, and Omni Kids Program).
Be familiar with all hotel facilities (F&B outlets, Membership, Business Center, Coffee Market, Retail Shops, Fitness Center, Spa, Kids Club, and Golf Pro Shops).
Familiarity with parking validation procedures and Good Night's Rest Policy.
Deliver personalized, memorable guest experiences by utilizing the Power of One.
Keep in close contact with Loss Prevention during the night if there are any guest situations.
Assist management with miscellaneous tasks including but not limited to; organizing, filing, and delivering requested items to guests.
Complete other duties as assigned by management.