Overnight Front Desk Agent (Full Time)

Omni Hotels & Resorts•Frisco, TX

17d

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 at Omni PGA Frisco Resort & Spa. The role includes welcoming guests, sharing information about the resort and local area, promoting resort amenities and services, settling accounts at checkout, resolving guest concerns, and fulfilling special requests. The agent works closely with other hotel departments, particularly Concierge, Bell-Door, and Ideal Services. Overnight shift availability is required.

Requirements

Ability to communicate clearly and pleasantly in spoken and written English with guests, management, and co-workers, in person and by telephone.
Ability to accurately and efficiently enter information into computer systems.
Ability to work cohesively with co-workers 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 within a short period.
Ability to stand for the entire shift.
Previous customer service experience.
Must be able to work overnight shifts.

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 close attention to detail to ensure security of guest room access.
Follow Omni accounting standards to ensure accurate settlement of folios, routing of charges, and adjustments.
Maintain guest history files.
Accommodate room changes promptly.
Document guest requests, complaints, or 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 the security of the key.
Monitor, send, and distribute guest faxes.
Generate, print, and distribute daily and weekly reports.
Resolve discrepancies on the room status report with Housekeeping.
Maintain complete knowledge of hotel features and services, operating hours, room types and details, rates, packages, and promotions.