Guest Services Ambassador

1 week ago

Austin Texas, United States Omni Hotels & Resorts Full time

Job Summary:

We are seeking a highly skilled and customer-focused Front Desk Representative to join our team at Omni Hotels & Resorts. As a Front Desk Representative, you will be responsible for providing exceptional service to our guests, ensuring a seamless and memorable experience from check-in to check-out.

Key Responsibilities:

  • Process guest check-ins and check-outs according to our high standards and procedures
  • Empathetically listen to guest inquiries and provide accurate and timely responses
  • Set up accurate accounts for each guest checking in, including room type, payment, and 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 and personnel
  • Maintain confidentiality of all guests and hotel information
  • Employ attention to detail to ensure security of guest room access
  • Understand and execute all accounting standards to ensure 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 or personnel for resolving the situation
  • 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

Requirements:

  • Ability to clearly and pleasantly communicate verbally and in writing in English with guests, management, and co-workers
  • Ability to accurately and efficiently input information into computer systems
  • Ability to work cohesively with co-workers 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
  • Ability to stand for entire shift at the front desk
  • 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

What We Offer:

  • Free downtown parking in our underground garage
  • Associate cafeteria with daily complimentary hot meals
  • Medical, dental, vision, employee assistance program, telemedicine, and short-term and long-term disability
  • 401(k) match, pre-tax health savings account, and flexible spending amount
  • Exclusive Omni associate travel discounts on hotel rooms, food, and beverage
  • Unique perks include tuition reimbursement, adoption services aid, pet insurance, legal services, paid time off, and friends and family discounts
  • Development opportunities including discounted e-Cornell courses, leadership development programs, diversity and inclusion programs, Omni support center internal reward program, and work-life balance

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