About the position
Omni Hotels & Resorts is seeking an Overnight Front Desk Agent for the beautiful new Barton Creek Resort & Spa! If you love hospitality, creating amazing customer experiences, and the structure and benefits that come from working with a hotel company then you will love working with Omni! We are proud to announce that we are ranked among the best resorts in Texas: Top 5 Resorts in the Southwest Conde Nast Traveler and Top 5 Resorts in Texas Travel + Leisure World's Best Awards 2024. To oversee and coordinate all night time front desk and audit functions, execute computer maintenance requirements, and ensure all financial transactions for the day are verified and balanced.
Responsibilities
- 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 drop tape nightly.
- Handling Express checkouts ensuring their completion.
- 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 'Pass On' emails.
- Understanding of all front office standards and assist in solving deficiencies.
- Documenting errors made by cash handling auditors.
- Prepare in-house allowance and adjustment spreadsheets each day.
- Ensuring nightly transmission of credit cards through IPU and Opera.
- To be thoroughly acquainted with all check-in and check-out procedures and policies.
- To be a main liaison between guest and the hotel during Overnight Hours.
- To appropriately protect confidential guest information and guest room key access according to front office SOP's.
- To be thoroughly acquainted with PBX Operator duties.
- Be familiar with emergency procedures and Alarm System in the PBX department.
- 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, and execute to standard.
- Be familiar with all systems and equipments as related to the Front Office (Opera, Nucleus, Synergy, Two-Way Radio Dispatch, ISD Firepanel).
- Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests.
- Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, Frequent Flyer Mileage Program, Laundry Services, and Omni Kids Program).
- To be familiar with all hotel facilities (F&B outlets, Business Center, Fitness Center, Concierge Lounge, Outdoor Pool, Meeting Space, Parking Garage).
- To be familiar with the inter-relationship between the different departments (to include PBX, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing).
- To be familiar with local attractions and businesses.
- Understand and perform cash handling processes.
- Understand the importance of our Medallia scores.
- Maintain Four Diamond Standards of guest service.
- Proper phone etiquette; answering the phone with a smile in your voice.
- Aid guests in locating other areas of the hotel (walk them to destination if possible).
- Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.
- Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.
- Be pleasant, smile and greet all guests, using surnames when obtained.
- Be actively engaged with our guests. Identify the needs of our guests and meet these needs, aiming to exceed expectations at every opportunity.
- Deliver personalized, memorable guest experiences by utilizing the Power of One.
- Perform other duties and special projects as assigned by Front Office Management.
Requirements
- Excellent customer service and problem solving skills.
- Must have strong communication, computer and organizational skills.
- Maintain a professional business appearance, attitude, and performance.
- Prior guest service and problem solving experience required, preferably hotel front office experience.
- Prior cash handling experience required.
- Move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance.
- Stand, walk or sit for an extended period or for an entire work shift.
- Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.
- Previous experience working Overnight Shift preferred or understanding of Overnight Shift requirements.
