Guest Services Representative

2 weeks ago

Providence, Rhode Island, United States Omni Hotels Full time

Location:

Omni Hotels

The Omni Providence stands as a distinguished hotel in Rhode Island, seamlessly connected to key venues such as the Rhode Island Convention Center and the Providence Place Mall. Guests can enjoy easy access to a plethora of attractions, from historical landmarks to exceptional dining options.

At Omni Providence, we pride ourselves on our exceptional service, which is driven by our dedicated associates. Our workplace culture fosters an environment that encourages professional growth and development while maintaining a fun atmosphere. We prioritize internal promotions, ensuring our staff builds a robust foundation in hospitality. Our diverse team, hailing from various countries, creates a vibrant environment for both personal and professional advancement. Alongside a comprehensive benefits package for full-time associates, we offer unparalleled opportunities for career progression.

Job Overview:
As a Front Desk Agent, you will be pivotal in delivering a five-star welcome and farewell experience for each guest, acting as an ambassador throughout their stay. You will create a lasting first impression by warmly welcoming guests, providing essential information about the hotel and surrounding area, and presenting our extensive range of upscale amenities and services. Additionally, you will handle guest accounts during check-out, address any guest concerns, and fulfill special requests. Flexibility in scheduling, including evenings and weekends, is essential.

Key Responsibilities:

  • Facilitate guest check-ins and check-outs in accordance with Omni's service standards and operational procedures.
  • Listen attentively to guest inquiries and respond appropriately.
  • 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 important guest information to relevant departments (e.g., special requests, amenity delivery).
  • Maintain confidentiality regarding all guest and hotel information.
  • Pay close attention to detail to ensure secure access to guest rooms.
  • Understand and implement all Omni accounting standards for accurate billing and adjustments.
  • Keep comprehensive guest history files.
  • Handle room changes promptly.
  • Document guest requests, complaints, or issues immediately and notify the appropriate department for resolution, following up to ensure satisfaction.
  • Issue safe deposit boxes to guests and ensure the security of keys.
  • Manage, send, and distribute guest faxes.
  • Generate, print, and distribute daily and weekly reports.
  • Resolve discrepancies in room status reports with Housekeeping.
  • Maintain thorough knowledge of all hotel features/services, 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 both in person and via telephone.
  • Proficient in accurately entering information into computer systems.
  • Ability to collaborate effectively with colleagues 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 in a short timeframe.
  • Previous experience in customer service is essential.
  • Prior experience at a hotel front desk is highly preferred.
  • Experience in cashiering is advantageous.
  • Guest relations training is a plus.
  • Availability to work weekends and holidays is required.

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