Front Desk Agent

About the role

Since 1916, the Omni William Penn Hotel has been a landmark of elegance in downtown Pittsburgh, welcoming notable figures like movie stars, politicians, world leaders, professional athletes, and business icons. Our associates are the heart of our success, fostering an All In culture where respect, gratitude, and empowerment are integral parts of every day.

Responsibilities

• Be thoroughly familiar with and adhere to Moments of Service performance standards and Power of Engagement.
• Answer the phone within three rings using the Omni Phone standard greeting and closing.
• Follow the LSOP regarding dispatching calls to other departments.
• Accurately take Room Service orders for guests, including upselling daily specials, desserts, wines, and other items.
• Quote the guest an accurate approximate time of delivery for the order.
• Prepare checks for room service orders and take payment for said orders.
• Aid all callers with their needs and direct to proper person/department only if they cannot be assisted by Ideal Service.
• Handle phone traffic for the various departments and personnel of the hotel.
• Accept and give wake up calls to guests, following proper procedures.
• Familiarize yourself with emergency response procedures and act accordingly.
• Familiarize yourself with general questions asked by guests, including assisting with inquiries about the front desk, outlets, concierge, housekeeping, and engineering.
• Log all internal and external requests in Synergy MMS and add flags to guest accounts in Opera/Alice when appropriate.
• Follow all instructions given by Managers, Supervisors, and Lead Agents.
• Attend all mandatory meetings including, but not limited to, OST Meetings, AOS meetings, and Menu tastings.
• Clean and maintain all equipment.
• Sweep/vacuum office and discard paper as needed.
• Log all internal and external requests in Synergy MMS and add flags to guest accounts in Opera/Alice when appropriate.
• Follow all instruction given by all Managers, Supervisors, and Lead Agents.
• Complete duties assigned during shift.
• Complete Moments of Service training and follow this philosophy at all times.
• Demonstrate understanding and adherence to Selling Strategy calendars by all Front Desk agents.
• Know how to make a reservation (group or individual).
• To uphold the reputation of the hotel as a professional associate.
• Properly use and maintain hotel equipment.
• Make decisions that meet and exceed the expectations of the hotel.
• Familiar with downtown area including attractions, restaurants, businesses.
• Act as an “Ambassador” for the hotel and champion the “Moments of Service” culture.
• Coordinate distribution of faxes and packages to in-house guests.

Qualifications

• Thoroughly familiar with all check-in and check-out procedures and policies.
• A main liaison between guest and the hotel.
• Familiar with all technical equipment as related to the Front Desk.
• Familiar with all hotel facilities.
• Familiar with general organization set-up.
• Read, initial, and sign the Pre-shift and discuss open issues with Front Office Manager daily.
• Be familiar with the inter-relationship between the different departments.
• Complete Moments of Service training and follow this philosophy at all times.
• Know how to make a reservation (group or individual).
• Hotel Specific Essential Functions: Uphold the reputation of the hotel as a professional associate. Properly use and maintain hotel equipment. Make decisions that meet and exceed the expectations of the hotel. Familiar with downtown area including attractions, restaurants, businesses. Act as an “Ambassador” for the hotel and champion the “Moments of Service” culture. Coordinate distribution of faxes and packages to in-house guests.

Benefits

The hotel offers a supportive environment with training and mentoring opportunities, dedicated teammates who take pride in delivering exceptional service, and a workplace where your contributions truly make a difference. As an equal opportunity employer, Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages. 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.