Front Desk Agent | Part-Time

About the role

This team member will provide a five-star welcome and departure experience to each guest, serving as an ambassador throughout their stay. Front Desk Agents create the first impression by offering a warm welcome, providing resort and local area information, and presenting upscale amenities and services. They also handle guest account settlements, issue resolution, and special requests, collaborating closely with Concierge, Bell-Door, and Ideal Services teams.

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 (e.g., special requests, amenity delivery).
• Maintain confidentiality of all guests and hotel information.
• Employ attention to detail 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 resolution.
• 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 of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments, 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.
• Ability to stand for entire shift.
• Previous customer service experience.
• Previous hotel front desk experience is strongly preferred.
• Previous cashiering experience is preferred.
• Fluency in a foreign language is preferred.
• Previous guest relations training is preferred.

About the workplace

Omni San Diego Hotel at the Ballpark is a newly renovated, four-star property in sunny San Diego, offering a dynamic and exciting work environment. Associates enjoy comprehensive training and mentoring, with a strong focus on associate satisfaction and internal promotion. The company fosters a culture of respect, gratitude, and empowerment.