Front Desk Agent

JOB DESCRIPTION
No Job Description for a position can possibly include all duties which may be requested by guests or required by the hotel. The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager. The following is a summary of the major responsibilities of the position.
Position: Front Desk Agent
Department: Front Office
Purpose: 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/Guest Services, and Housekeeping teams.
Essential Functions:
* 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 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
* Monitor, send and distribute guest mail and packages
* 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 input information accurately and efficiently 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
* Previous customer service experience
* Previous hotel front desk experience is strongly preferred
* Previous cashiering experience is preferred
* Previous guest relations training is preferred
* Must be able to work a variety of shifts, including weekends and holidays.
Hotel Specific Essential Functions:
* Ability to clearly and pleasantly communicate both verbally and in writing with guests, management, and co-workers, both in person and by telephone
* Ability to input information accurately and efficiently 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
* Previous hotel front desk/customer service experience is strongly preferred
* Previous cashiering experience is preferred
* Previous guest relations training is preferred
Working Environment:
* Interior and on occasion exterior of hotel with exposure to weather conditions.