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Front Desk Representative

2 months ago

Paradise Valley, Arizona, United States Omni Hotels Full time
Job Summary

We are seeking a highly skilled and customer-focused Front Desk Representative to join our team at Omni Hotels. As a Front Desk Representative, you will be the first point of contact for our guests and will be responsible for providing exceptional service and ensuring a seamless experience for all visitors.

Key Responsibilities
  • Process guest check-ins and check-outs in a timely and efficient manner, adhering to our high standards of service.
  • Empathetically listen to guest inquiries and provide accurate and helpful responses, resolving any issues that may arise.
  • Set up accurate accounts for each guest, ensuring that all preferences and requirements are met.
  • Block rooms in the computer and follow through on designated requirements, maintaining the highest level of accuracy and attention to detail.
  • Pre-register designated guests and prepare key packets, ensuring that all necessary information is included.
  • Communicate pertinent guest information to designated departments, ensuring that all needs are met and expectations are exceeded.
  • Maintain confidentiality of all guests and hotel information, adhering to our strict policies and procedures.
  • Employ attention to detail to ensure the security of guest room access, maintaining the highest level of integrity and trust.
  • Understand and execute all accounting standards, ensuring accurate settlement of folios, routing of charges and adjustments.
  • Maintain guest history files on all guests, ensuring that all information is up-to-date and accurate.
  • Accommodate room changes expediently, ensuring that all guests are satisfied with their stay.
  • Document all guest requests, complaints, or problems immediately, notifying designated department/personnel for resolving the situation.
  • Follow up to ensure completion and guest satisfaction, maintaining the highest level of service and quality.
  • Monitor, send and distribute guest mail/packages, ensuring that all needs are met and expectations are exceeded.
  • Generate, print, and distribute daily and weekly reports, maintaining the highest level of accuracy and attention to detail.
  • Resolve discrepancies on the room status report with Housekeeping, ensuring that all issues are resolved promptly and efficiently.
  • Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages, and promotions.
  • 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 input information accurately and efficiently 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.
  • Previous cashiering experience is preferred.
  • Previous guest relations training is preferred.
Requirements
  • 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 input information accurately and efficiently 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.
  • Previous cashiering experience is preferred.
  • Previous guest relations training is preferred.