Location:
Riverfront Hotel
Omni Hotels and Resorts creates genuine,authentic guest experiences at over 50 distinctive luxury hotels and resorts in leading business gateways and leisure destinations across North America.
Omni Hotels is known for its exemplary culture,authenticity to the markets in which we operate,innovation and exceptional service.
Our commitment to career development has created tenure and loyalty that enables us to perpetuate our family atmosphere.
Job Description:
Guest Service Agents are responsible for providing a five-star welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guest’s stay.
Front Desk Agents make the first impression upon our guests by extending a warm welcome, providing information about the hotel and local area, and offering our full range of upscale hotel amenities and services to them.
Front Desk Agents are also responsible for settling guest accounts upon check-out, resolving guest issues and completing special requests.
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 (room type, payment, etc.
)
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 (i.
e.
, special requests, amenity delivery)
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.
Follow up to ensure completion and guest satisfaction
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
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.
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 required
Previous hotel front desk experience is strongly preferred
.
Prior hotel and/or cash-handling experience preferred
Fluency in a foreign language is preferred
Previous guest relations training is preferred
Ability to stand for extended periods of time
Ability to lift up to 30 pounds
Candidate must have an open availability to work AM and PM shifts as well as 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
If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to applicationassistance@omnihotels.
com.
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