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Guest Services Representative

2 months ago

Atlanta, Georgia, United States Omni Hotels Full time

Location:

As a vital part of a premier mixed-use community, the Omni Hotel at The Battery Atlanta stands as the official hotel of the Atlanta Braves, conveniently situated near a variety of entertainment and dining options.

This luxurious establishment boasts 16 floors with 264 rooms, including 28 suites, and over 20,000 square feet of versatile meeting space, catering to business travelers, vacationing families, and everyone in between. We redefine the concept of 'live, work, play' by offering an unforgettable experience enhanced by our elevated pool deck, Lobby Bar, and hotel restaurant.

Position Overview:

Front Desk Agents play a crucial role in delivering a five-star welcome and farewell experience to every guest, acting as ambassadors throughout their stay. They create the first impression by extending a warm greeting, providing essential information about the hotel and surrounding area, and showcasing our comprehensive range of upscale amenities and services.

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 each guest based on their preferences (room type, payment, etc.).
  • Manage room blocking in the system and adhere to specified requirements.
  • Pre-register designated guests and prepare key packets accordingly.
  • Communicate relevant guest information to appropriate departments/personnel (e.g., special requests, amenity delivery).
  • Maintain confidentiality of all guest and hotel information.
  • Exercise attention to detail to ensure secure access to guest rooms.
  • Understand and implement all accounting standards to ensure accurate settlement of accounts.
  • Maintain guest history files for all patrons.
  • Swiftly accommodate room changes as needed.
  • Document all guest requests, complaints, or issues promptly and notify the relevant department/personnel for resolution. Follow up to ensure completion and guest satisfaction.
  • Monitor, send, and distribute guest folios.
  • Generate, print, and distribute daily and weekly reports.
  • Resolve discrepancies on the room status report with the housekeeping team.
  • Maintain comprehensive knowledge of all hotel features/services, operational hours, room types, rates, special packages, and promotions.
Qualifications:
  • Exceptional verbal and written communication skills in English with guests, management, and colleagues.
  • Proficient in accurately inputting information into computer systems.
  • Able to collaborate effectively with team members across departments.
  • Strong mathematical skills for accurate calculations.
  • Capable of making clear and prompt decisions.
  • Strong organizational skills with the ability to prioritize tasks.
  • Ability to perform well under pressure, managing multiple arrivals and departures.
  • Previous experience in customer service is essential.
  • Prior experience at a hotel front desk is highly preferred.
  • Experience in cashiering is advantageous.
  • Training in guest relations is preferred.
  • Willingness to work a flexible schedule.

Omni Hotels & Resorts is an equal opportunity employer. We value diversity and encourage all qualified individuals to apply.