Guest Services Representative

2 weeks ago

Atlanta, Georgia, United States Omni Hotels Full time

Location:

As a key part of a premier mixed-use community, the Omni Hotel at The Battery Atlanta serves as the official hotel for a renowned sports team and is conveniently situated near various entertainment and dining options.

This upscale hotel boasts 16 stories with 264 accommodations, including 28 luxurious suites, and offers over 20,000 square feet of versatile meeting space, catering to business travelers, families, and leisure guests alike. Our establishment redefines the concept of 'live, work, play' by providing an exceptional experience, highlighted by our elevated pool deck, Lobby Bar, and on-site dining options.

Position Overview:

Front Desk Agents play a vital role in delivering a five-star welcome and farewell experience for every guest, acting as ambassadors throughout their stay. They create the first impression by offering a warm greeting, sharing information about the hotel and surrounding area, and presenting our extensive range of upscale amenities and services. Additionally, Front Desk Agents manage guest accounts during check-out, address guest concerns, and fulfill special requests, collaborating closely with various hotel departments, particularly the Bell-Door and Ideal Services teams.

Key Responsibilities:
  • Facilitate guest check-ins and check-outs in accordance with established service standards.
  • Listen attentively to guest inquiries and provide suitable responses.
  • Establish accurate accounts for guests based on their preferences (room type, payment method, etc.).
  • Manage room blocking in the system and ensure all requirements are met.
  • Pre-register guests and prepare key packets efficiently.
  • Communicate essential guest information to relevant departments (e.g., special requests, amenity delivery).
  • Uphold confidentiality regarding all guest and hotel information.
  • Pay close attention to detail to ensure secure access to guest rooms.
  • Understand and implement all accounting standards to guarantee accurate billing and adjustments.
  • Maintain comprehensive guest history files.
  • Handle room changes promptly.
  • Document all guest requests, complaints, or issues immediately and notify the appropriate personnel for resolution, following up to ensure satisfaction.
  • Monitor, send, and distribute guest folios.
  • Generate, print, and share daily and weekly reports.
  • Resolve discrepancies on the room status report with the housekeeping team.
  • Maintain thorough knowledge of all hotel features/services, including hours of operation, room types, rates, and special promotions.
Qualifications:
  • Excellent verbal and written communication skills in English, with the ability to engage with guests, management, and colleagues effectively.
  • Proficient in accurately entering information into computer systems.
  • Ability to collaborate effectively with team members across departments.
  • Strong mathematical skills for accurate calculations.
  • Ability to think clearly and make prompt decisions.
  • Strong organizational skills with the ability to prioritize tasks.
  • Ability to perform well under pressure, managing multiple arrivals and departures efficiently.
  • Prior experience in customer service is essential.
  • Previous experience in hotel front desk operations is highly preferred.
  • Cashiering experience is advantageous.
  • Training in guest relations is a plus.
  • Flexible availability is required.

Omni Hotels & Resorts is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.

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