Overnight Front Desk Agent (Full Time)

Omni Hotels & Spas•Frisco, TX

17d

About The Position

This team member provides a five-star welcome and departure experience for each guest and serves as an ambassador throughout the guest’s stay. Front Desk Agents create a positive first impression by welcoming guests, sharing information about the resort and local area, and offering upscale resort amenities and services. They settle guest accounts at checkout, resolve guest issues, and complete special requests. The role works closely with all hotel departments, especially Concierge, Bell-Door, and Ideal Services. The agent must be able to work overnight shifts. This is presented as an opportunity for someone who wants to grow in the industry.

Requirements

Ability to communicate clearly and pleasantly in spoken and written English with guests, management, and coworkers, in person and by telephone.
Ability to input information accurately and efficiently into computer systems.
Ability to work cohesively with coworkers within and outside the department.
Ability to perform accurate mathematical calculations.
Ability to think clearly and quickly and make concise decisions.
Ability to prioritize, organize, and follow up.
Ability to work well under pressure while handling many arrivals and departures in a short period.
Ability to 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, including special requests and amenity deliveries, to designated departments and personnel.
Maintain confidentiality of guest and hotel information.
Pay attention to detail to ensure secure guest room access.
Follow Omni accounting standards to ensure accurate folio settlement, charge routing, and adjustments.
Maintain guest history files.
Accommodate room changes promptly.
Document guest requests, complaints, and problems immediately; notify designated personnel or departments, and follow up to confirm 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 discrepancies in room status reports with Housekeeping.
Maintain current knowledge of hotel features and services, operating hours, room types and details, rates, packages, and promotions.