What are the responsibilities and job description for the Front Desk Agent | Full Time | Flexible Schedule position at Omni Hotels & Resorts?
Location
Serving as a cornerstone of northern Atlanta’s newest mixed-used community, the Omni Hotel at The Battery Atlanta is the official hotel of the Atlanta Braves and located within steps of SunTrust Park as well as premier office space, the Coca-Cola Roxy music venue and a variety of shopping and dining.
Our luxury hotel features 16 floors with 264 rooms including 28 suites, over 20,000 square feet of meeting space and can accommodate business travelers, families on vacation and everyone in-between. Redefining "live, work, play," we are a proud "play, work, stay" destination and seek to provide an unforgettable experience enhanced by our hotel's elevated pool deck in addition to our Lobby Bar and hotel restaurant.
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 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
- 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
- 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.
Qualifications
- 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
- Previous customer service experience
- Previous hotel front desk experience is strongly preferred
- Previous cashiering experience is preferred
- Previous guest relations training is preferred
- Flexible schedule
Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statementIf you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to applicationassistance@omnihotels.com.
