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Guest Services Representative

2 months ago

Asheville, North Carolina, United States Omni Hotels Full time

Position Overview:
As a vital member of our hospitality team, the Front Desk Agent is responsible for delivering an exceptional welcome and farewell experience to all guests. This role serves as the first point of contact, setting the tone for the guest's stay through warm greetings and comprehensive information about the hotel and its offerings.

Key Responsibilities:
Front Desk Agents are tasked with:

  • Facilitating guest check-ins and check-outs in accordance with established service standards.
  • Listening attentively to guest inquiries and providing suitable responses.
  • Creating accurate guest accounts based on preferences and requirements.
  • Blocking rooms in the system and ensuring all designated requests are met.
  • Pre-registering guests and preparing necessary key packets.
  • Communicating essential guest information to relevant departments.
  • Maintaining confidentiality regarding all guest and hotel information.
  • Ensuring security measures for guest room access are followed.
  • Executing all accounting standards to guarantee accurate billing and adjustments.
  • Keeping detailed guest history files.
  • Promptly accommodating room changes as needed.
  • Documenting and addressing guest requests or complaints in a timely manner.
  • Issuing safe deposit boxes and ensuring key security.
  • Managing guest faxes and reports.
  • Resolving discrepancies with housekeeping regarding room status.
  • Maintaining comprehensive knowledge of hotel features, services, and promotions.

Qualifications:
To be successful in this role, candidates should possess:

  • Availability for weekends, holidays, mornings, and evenings.
  • Prior experience in customer service is preferred.
  • Excellent verbal and written communication skills in English.
  • Proficiency in inputting information into computer systems accurately.
  • Ability to collaborate effectively with colleagues across departments.
  • Strong mathematical skills for accurate calculations.
  • Clear thinking and decision-making abilities under pressure.
  • Strong organizational skills and the ability to prioritize tasks.

Join us in creating memorable experiences for our guests at Omni Hotels.