Front Desk Agent

Job Description

Front Desk Agents are responsible for providing a five-star welcome and departure experience to each guest, as well as serving as ambassadors throughout the guest's stay. Front Desk Agents make the first impression upon our guests by extending a warm welcome, providing information about the hotel and local area, and offering our full range of upscale hotel amenities and services to them. Front Desk Agents are also responsible for settling guest accounts upon check-out, resolving guest issues, and completing special requests. They work closely with all hotel departments especially our Concierge, Bell-Door, and Ideal Services teams.

Responsibilities

• 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

Qualifications