Front Desk Agent at Omni Hotels & Resorts in Atlanta, GA

Front Desk Agent

Job Purpose To create a seamless, personalized, and memorable guest experience throughout every interaction with the Front Office. The Front Office Agent serves as a primary liaison between the guest and the hotel and is responsible for delivering exceptional service through both traditional Front Desk functions and Ideal Services communications. This position provides a warm and professional arrival and departure experience, assists guests with requests and concerns, processes reservations and financial transactions, manages hotel telephone communications, coordinates and dispatches guest requests, and works closely with hotel departments to ensure timely and effective resolution of guest needs. Front Office Agents may be assigned to Front Desk, Ideal Services, or related Front Office functions based upon operational needs and are expected to demonstrate comprehensive knowledge of both areas.

Essential Job Functions: Guest Arrival, Departure & Front Desk Operations • Welcome and engage guests in a warm, polished, and professional manner while creating a personalized arrival and departure experience. • Perform all guest check-in and check-out procedures accurately and in accordance with Omni standards and Front Office policies. • Serve as a primary liaison between guests and the hotel, identifying guest needs and coordinating appropriate assistance. • Accurately process guest payments, deposits, authorizations, adjustments, and other financial transactions. • Maintain knowledge of hotel rate plans, rate codes, packages, promotions, and applicable policies. • Appropriately protect confidential guest information and guest room key access in accordance with Front Office procedures. • Handle express checkouts and other departure-related functions as assigned. • Assist with VIP, complimentary, house-use, out-of-order, and other Front Office reports and operational needs as assigned. • Assist guests with directions throughout the hotel and, whenever appropriate, personally escort guests to their destination. • Maintain knowledge of parking procedures, hotel policies, programs, amenities, services, and guest benefits. • Remain knowledgeable regarding hotel facilities including restaurants and bars, meeting and event space, fitness facilities, pool, parking, concierge services, and other guest amenities. • Maintain knowledge of local attractions, dining, entertainment, transportation, and businesses to confidently assist guests with recommendations and directions.

Ideal Services & Guest Communications • Answer incoming telephone calls to the hotel promptly, professionally, and courteously in accordance with Omni communication standards. • Assist guests and employees with questions, requests, information, and communication needs. • Accurately direct telephone calls and messages to the appropriate guest, department, or hotel representative. • Receive, document, coordinate, and dispatch guest requests to the appropriate department for completion. • Log guest concerns, service requests, maintenance needs, and other situations requiring prompt attention using designated hotel systems. • Monitor outstanding guest requests and follow up with the appropriate department and guest to help ensure timely completion and satisfaction. • Record, schedule, and complete guest wake-up call requests accurately. • Operate hotel telephone, switchboard, two-way radio, and other communication systems as assigned. • Maintain familiarity with hotel emergency procedures, emergency communications, alarm systems, and required Front Office and Ideal Services protocols. • Communicate effectively with Housekeeping, Engineering, Guest Services, Food & Beverage, Banquets, Security, Sales, Purchasing, and other hotel departments to facilitate seamless guest service.

Guest Experience & Service Recovery • Remain actively engaged with guests, anticipate needs when possible, and strive to exceed expectations at every opportunity. • Listen attentively to guest concerns and demonstrate genuine ownership of the guest experience. • Resolve guest concerns within the scope of the position and immediately involve Front Office leadership or the appropriate department when additional assistance is required. • Document and communicate guest concerns and service recovery actions accurately using designated hotel systems. • Follow up on guest requests and concerns to ensure appropriate resolution and closure. • Deliver personalized and memorable guest experiences by utilizing Omni's Power of One philosophy. • Demonstrate knowledge of Front Office and Ideal Services Moments of Service and consistently execute established standards. • Create seamless transitions between telephone, digital, and face-to-face guest interactions so the guest experiences the Front Office as one cohesive operation.

Operational Responsibilities • Maintain working knowledge of Front Office systems and equipment required for assigned responsibilities. • Accurately complete required reports, checklists, logs, documentation, and shift communication. • Communicate relevant information to Front Office leadership and other hotel departments to support continuity between shifts. • Assist with the preparation and distribution of Front Office reports as directed. • Understand Front Office standards and assist leadership in identifying and resolving operational deficiencies. • Maintain an organized, professional, and guest-ready work environment. • Effectively operate computers, telephones, printers, radios, and other equipment necessary to perform assigned responsibilities. • Maintain flexibility to support either the Front Desk or Ideal Services function based upon business volume, staffing, guest needs, and operational requirements. • Perform additional Front Office responsibilities as assigned to support the efficient operation of the department and the overall guest experience.

Qualifications: • Previous customer service experience required; hotel or luxury hospitality experience preferred. • Excellent verbal and written communication skills, with particular emphasis on professional telephone etiquette and face-to-face guest interaction. • Excellent guest service, interpersonal, and problem-solving skills. • Ability to remain composed, professional, and service-focused while managing multiple guest requests and operational priorities. • Strong computer and organizational skills with the ability to learn and effectively utilize hotel systems. • Ability to work independently as well as collaboratively within a team environment. • Ability to exercise appropriate judgment when handling confidential guest information and service recovery situations. • Maintain a professional business appearance, attitude, and performance consistent with Omni standards. • Must be able to work a flexible schedule including mornings, evenings, overnight shifts, weekends, and holidays based upon business needs. • Must be able to stand, walk, or sit for extended periods or for the duration of an assigned shift. • Must be able to move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance. • Position requires repetitive use of telephone and computer equipment throughout the workday.