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Front Desk Representative

2 months ago

Washington, Washington, D.C., United States Omni Hotels Full time
Job Title: Front Desk Agent

We are seeking a highly skilled and customer-focused Front Desk Agent to join our team at the Omni Shoreham Hotel. As a Front Desk Agent, you will be the first point of contact for our guests and will be responsible for providing a five-star welcome and departure experience.

Responsibilities:
  • Process guest check-ins and check-outs according to Omni's Moments of Service and Standard Operating Procedures
  • Empathetically listen to guest inquiries and provide appropriate responses
  • Set up accurate accounts for each guest checking in according to their preferences
  • Block rooms in the computer and follow through on designated requirements
  • Pre-register designated guests and prepare key packets
  • Communicate pertinent guest information to designated departments/personnel
  • Maintain confidentiality of all guests and hotel information
  • Employ attention to detail in order to ensure security of guest room access
  • Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments
  • Maintain guest history files on all guests
  • Accommodate room changes expediently
  • Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation
  • Issue safe deposit boxes to guests and ensure security of key
  • Monitor, send and distribute guest faxes
  • Generate, print and distribute daily and weekly reports
  • Resolve discrepancies on the room status report with Housekeeping
Qualifications:
  • Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone
  • Ability to accurately and efficiently input information into computer systems
  • Ability to work cohesively with co-workers both within and outside of your department
  • Ability to compute accurate mathematical calculations
  • Ability to think clearly, quickly and make concise decisions
  • Ability to prioritize, organize and follow up
  • Ability to work well under pressure, dealing with many arrivals and departures within a short period of time
  • Previous customer service experience
  • Previous hotel front desk experience is strongly preferred
  • Must be able to work overnight shifts, weekends and holidays
  • Previous cashiering experience is preferred
  • Previous guest relations training is preferred

Omni Hotels & Resorts is an equal opportunity employer. We are committed to diversity and inclusion in the workplace.