Front Office - Desk Agent

The Omni Providence is a landmark hotel in Rhode Island, located in downtown Providence and attached to the Rhode Island Convention Center, Amica Mutual Pavilion, and Providence Place Mall. Guests enjoy walking access to historical sights, restaurants, and cultural attractions. Our culture fosters professional growth in a fun, supportive environment, with a strong emphasis on internal promotions and a diverse, globally influenced staff.

About the role

As a Front Desk Agent, you will be the face of the hotel, ensuring seamless guest experiences from check-in to check-out while upholding Omni’s high service standards.

Responsibilities

• Process guest check-ins and room assignments following the hotel’s rate structures, discounts, and upsell strategies.
• Accommodate special requests when possible.
• Handle check-in/check-out and payment collection in compliance with cash handling, credit card processing, and accounting policies.
• Respond to guest inquiries about hotel services, local attractions, directions, and in-house events.
• Assist guests with check cashing, safety boxes, additional room keys, and transportation.
• Walk guests to their rooms professionally and courteously when necessary, adhering to brand standards.
• Pre-register guests, block reservations, and manage same-day and future bookings.
• Cancel reservations according to hotel policies and procedures.
• Maintain guest privacy in accordance with hotel policies and regulations.
• Arrive on time, in proper uniform, and attend scheduled department meetings.
• Maintain a professional and positive attitude when interacting with guests and colleagues.
• Adhere to all hotel policies, safety protocols, and emergency procedures.
• Write shift reports, including documentation of incidents such as theft, accidents, or injuries.
• Check with a manager before leaving the work area.
• Perform special projects and other duties as assigned by management.
• Participate in task forces and committees as requested.

Requirements

• High school education or equivalent experience.
• Guest service experience, basic accounting knowledge, or familiarity with hospitality industry practices preferred.
• Ability to provide friendly, professional guest service and resolve requests in compliance with policies and regulations.
• Proficiency in processing guest bills, collecting payments, and handling cash/credit transactions.
• Strong organizational and time management skills with keen attention to detail.
• Ability to work in a fast-paced environment, sometimes under pressure, while remaining flexible and efficient.
• Effective communication and listening skills with a consistent professional demeanor.
• Ability to compile facts, investigate issues, and follow appropriate courses of action based on policies.
• Basic computer, calculator, phone, and office equipment operation skills.
• Legal eligibility for employment in the jurisdiction.

Working Conditions

• Work is performed primarily indoors in a hotel environment.
• Requires extended periods of standing, walking, bending, reaching, pulling, pushing, kneeling, and lifting up to 50 pounds.
• Close vision (with or without corrective lenses) is necessary for tasks such as reading documents and operating office equipment.
• May require operating a motor vehicle.

Benefits

• Comprehensive benefits package for full-time associates.
• Opportunities for professional development and career growth within the company.