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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 serves as the official hotel for the Atlanta Braves, situated conveniently near a variety of attractions.

This upscale hotel boasts 16 stories with 264 accommodations, including 28 luxurious suites, and offers over 20,000 square feet of versatile meeting space. We cater to business travelers, families, and leisure guests alike, redefining the concept of a 'live, work, play' environment into a 'play, work, stay' experience. Our amenities include an elevated pool deck, a stylish Lobby Bar, and a fine dining restaurant, all designed to provide an unforgettable stay.

Job Overview:

The Front Desk Agents play a crucial role in delivering a five-star welcome and farewell experience to each guest. They act as the first point of contact, extending a warm greeting, sharing information about the hotel and local attractions, and showcasing our extensive range of premium hotel services. Additionally, they manage guest accounts during check-out, address guest concerns, and fulfill special requests while collaborating closely with various hotel departments.

Key Responsibilities:
  • Facilitate guest check-ins and check-outs in accordance with Omni's service standards.
  • Listen attentively to guest inquiries and provide suitable responses.
  • Establish accurate accounts for guests based on their preferences.
  • Manage room blocking and ensure compliance with specified requirements.
  • Pre-register guests and prepare key packets accordingly.
  • Communicate essential guest information to relevant departments.
  • Maintain confidentiality regarding all guest and hotel information.
  • Exercise attention to detail to ensure secure access to guest rooms.
  • Understand and apply all Omni accounting standards for accurate billing.
  • Keep detailed guest history files.
  • Handle room changes promptly.
  • Document all guest requests and issues immediately, notifying the appropriate personnel for resolution.
  • Oversee the distribution of guest folios.
  • Generate and disseminate daily and weekly reports.
  • Resolve discrepancies in room status reports with the housekeeping team.
  • Maintain comprehensive knowledge of hotel features, services, and operational hours.
Qualifications:
  • Excellent verbal and written communication skills in English.
  • Proficient in accurately entering information into computer systems.
  • Able to work collaboratively with colleagues across departments.
  • Strong mathematical skills for accurate calculations.
  • Capable of making quick, informed decisions.
  • Strong organizational skills with the ability to prioritize tasks.
  • Ability to perform well under pressure during peak times.
  • Previous experience in customer service is essential.
  • Experience in hotel front desk operations is highly preferred.
  • Cash handling experience is advantageous.
  • Training in guest relations is a plus.
  • Flexible availability is required.

Omni Hotels & Resorts is an equal opportunity employer.