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Front Desk Representative

2 months ago

Providence, Rhode Island, United States Omni Hotels Full time
Job Title: Front Desk Agent

At Omni Hotels & Resorts, we are seeking a highly skilled and customer-focused Front Desk Agent to join our team. As a Front Desk Agent, you will be the first point of contact for our guests, providing a warm and welcoming experience that sets the tone for their stay.

Responsibilities:
  • Guest Check-In/Check-Out: Process guest arrivals and departures efficiently and accurately, ensuring a seamless experience for our guests.
  • Guest Communication: Empathetically listen to guest inquiries and provide prompt and accurate responses, resolving any issues that may arise.
  • Account Management: Set up accurate accounts for each guest, ensuring that their preferences and payment details are correctly recorded.
  • Room Management: Block rooms in the computer, prepare key packets, and pre-register designated guests as required.
  • Communication: Communicate pertinent guest information to designated departments and personnel, ensuring that our guests receive the best possible service.
  • Confidentiality: Maintain the confidentiality of all guests and hotel information, adhering to our strict data protection policies.
  • Attention to Detail: Employ attention to detail to ensure the security of guest room access and maintain the integrity of our hotel's systems.
  • Accounting: Understand and execute all Omni accounting standards, ensuring accurate settlement of folios, routing of charges, and adjustments.
  • Guest History: Maintain accurate guest history files, ensuring that our guests receive personalized service and attention.
  • Room Changes: Accommodate room changes efficiently, ensuring that our guests are satisfied with their accommodations.
  • Documentation: Document all guest requests, complaints, or problems immediately, notifying designated departments and personnel for resolution.
  • Safe Deposit Boxes: Issue safe deposit boxes to guests and ensure the security of keys.
  • Faxes: Monitor, send, and distribute guest faxes as required.
  • Reports: Generate, print, and distribute daily and weekly reports, ensuring that our team is informed and up-to-date.
  • Discrepancies: Resolve discrepancies on the room status report with Housekeeping, ensuring that our rooms are accurately reflected in our systems.
  • Knowledge: Maintain complete knowledge of all hotel features, services, hours of operation, room types, numbers, layout, decor, appointments, and locations, as well as room rates, special packages, and promotions.
Qualifications:
  • Communication: Ability to clearly and pleasantly communicate verbally and in writing in English with guests, management, and co-workers, both in person and by telephone.
  • Computer Skills: Ability to accurately and efficiently input information into computer systems.
  • Teamwork: Ability to work cohesively with co-workers within and outside of your department.
  • Mathematical Skills: Ability to compute accurate mathematical calculations.
  • Decision-Making: Ability to think clearly, quickly, and make concise decisions.
  • Prioritization: Ability to prioritize, organize, and follow up on tasks.
  • Pressure Management: Ability to work well under pressure, dealing with many arrivals and departures within a short period of time.
  • Customer Service Experience: Previous customer service experience is required.
  • Hotel Front Desk Experience: Previous hotel front desk experience is strongly preferred.
  • Cashiering Experience: Previous cashiering experience is preferred.
  • Guest Relations Training: Previous guest relations training is preferred.
  • Availability: Must be able to work weekends and holidays.

Omni Hotels & Resorts is an equal opportunity employer - vets/disability. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement