Front Desk Agent
Omni Hotels & Resorts
- San Antonio, TX
- Permanent
- Full-time
- Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures. Where applicable, ensure process meets Forbes Service Standards
- Listen to guest inquiries and provide appropriate responses
- Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)
- Block rooms in the computer and follow through on designated requirements
- Pre-register designated guests and prepare key packets
- Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
- Maintain confidentiality of all guests and hotel information
- Employ attention to detail in order to ensure security of guest room access.
- Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments. Follow cash handling policies and procedures
- Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction
- Issue safe deposit boxes to guests and ensure security of key
- Generate, print and distribute daily and weekly reports
- Resolve discrepancies on the room status report with Housekeeping
- Ability to clearly communicate (verbal and written with guests, associates and vendors
- Ability to accurately and efficiently input information into computer systems
- Ability to work cohesively with co-workers both within and outside of your department
- Ability to compute accurate mathematical calculations
- Ability to think clearly, quickly and make concise decisions
- Ability to prioritize, organize and follow up
- Ability to work well under pressure, dealing with many arrivals and departures within a short period of time
- Ability to work a flexible schedule to include nights, weekends and holidays
- Ability to stand for an 8 hour shift
- Previous customer service experience
- Previous hotel front desk experience is strongly preferred
- Previous cashiering experience is preferred
- Must have alcohol training certification (TABC) certification