Front Desk Representative

3 weeks ago

Dallas, Texas, United States Omni Hotels Full time

Job Summary:

We are seeking a highly skilled and friendly Front Desk Agent to join our team at the Omni Dallas Hotel. As a Front Desk Agent, you will be responsible for providing exceptional customer service to our guests, ensuring a five-star welcome and departure experience.

Key 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.
  • 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.
  • 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.

Requirements:

  • 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.
  • Fluency in a foreign language is preferred.
  • Previous guest relations training is preferred.

About Omni Hotels & Resorts:

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. We are committed to providing a welcoming and inclusive environment for all our guests and employees.

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