Front Desk Agent | Full Time
Omni Hotels & Resorts
- Frisco, TX
- Permanent
- Full-time
- Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures.
- Empathetically 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.
- Maintain guest history files on all guests.
- Accommodate room changes expediently.
- 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.
- 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 at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions.
- Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone.
- 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 stand for entire shift.
- Previous customer service experience.
- 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.