Guest Services Representative

2 weeks ago

Providence, Rhode Island, United States Omni Hotels Full time

Location:

Omni Hotels

The Omni Providence is a distinguished establishment in Rhode Island, seamlessly connected to the Rhode Island Convention Center and the Dunkin Donuts Convention Center, as well as the Providence Place Mall. Our guests enjoy the convenience of being within walking distance to the city's rich history and vibrant dining scene.

At Omni Providence, we pride ourselves on our exceptional service, which is made possible by our dedicated associates. Our work culture fosters an environment where team members can thrive both professionally and personally. We prioritize internal promotions, ensuring our staff builds a robust foundation in hospitality. Our diverse team hails from various countries, creating a dynamic atmosphere for growth and development. While we offer a comprehensive benefits package for full-time associates, the most significant advantage we provide is opportunity.

Job Overview:
Front Desk Agents play a crucial role in delivering a five-star welcome and farewell experience for every guest. They serve as the face of the hotel, offering a warm greeting, sharing information about the hotel and surrounding area, and presenting our full range of upscale amenities and services. Additionally, Front Desk Agents handle guest accounts during check-out, address 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 provide suitable responses.
  • Establish accurate accounts for guests based on their preferences (room type, payment, etc.).
  • Manage room assignments in the system and ensure compliance with designated requirements.
  • Pre-register selected guests and prepare key packets accordingly.
  • Communicate essential guest information to relevant departments (e.g., special requests, amenity delivery).
  • Maintain confidentiality regarding all guest and hotel information.
  • Exhibit meticulous attention to detail to ensure the security of guest room access.
  • Comprehend and apply all Omni accounting standards for accurate folio settlements, charge routing, and adjustments.
  • Keep comprehensive guest history files.
  • Swiftly accommodate room changes as needed.
  • Document all guest requests, complaints, or issues promptly and inform the appropriate department for resolution, following up to ensure guest satisfaction.
  • Issue safe deposit boxes to guests and guarantee the security of keys.
  • Oversee, send, and distribute guest faxes.
  • Generate, print, and disseminate daily and weekly reports.
  • Resolve discrepancies on the room status report with the Housekeeping department.
  • Maintain thorough knowledge of all hotel features/services, operating hours, room types, layouts, decor, rates, and promotions.

Qualifications:

  • Excellent verbal and written communication skills in English, enabling effective interaction with guests, management, and colleagues.
  • Proficient in accurately entering information into computer systems.
  • Able to collaborate effectively with team members across departments.
  • Strong mathematical skills for accurate calculations.
  • Ability to think clearly and make prompt decisions.
  • Skilled in prioritizing, organizing, and following up on tasks.
  • Capable of performing 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.
  • Cashiering experience is advantageous.
  • Training in guest relations is preferred.
  • Availability to work weekends and holidays is required.

Omni Hotels & Resorts is an equal opportunity employer - veterans/disability. The EEO is the Law poster and its supplement are available through the appropriate channels.

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