Rooms Front Office - Desk Agent

About the role

The Omni Viking Lakes Hotel is a 320-room luxury hotel located within the Viking Lakes mixed-use development in Minnesota. It serves as the headquarters for the Minnesota Vikings and includes a performance center and stadium. The hotel offers extensive meeting and event spaces and is situated near major attractions and transportation hubs.

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.)
• Serve as a hotel ambassador throughout the guest’s stay, making the first impression upon arrival
• Extend a warm welcome, provide information about the hotel and local area, settle guest accounts upon check-out, resolve guest issues, and complete special requests
• Support new Omni Safe and Clean protocols throughout the hotel to support Omni's Covid-19 related sanitation protocols
• 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 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
• Expediently accommodate any room changes
• 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 in 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 input information accurately and efficiently 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
• 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

Benefits

• Medical, Dental, Vision and other healthcare benefits
• Paid Maternity Leave
• 401k
• Paid Time Off Accrual

Pay

Salary for this position starts at (based on experience): $20.00/hour.

Schedule

Full Time Associates at Omni Viking Lakes are entitled to elect the following benefits: Medical, Dental, Vision and other healthcare benefits, Paid Maternity Leave, 401k and Paid Time Off Accrual.

Additional associate benefits

• Discounts at the spa and restaurants
• Discounted rates at other Omni properties
• Corporate discounts
• Continued education opportunities

Physical Requirements

• Stand or walk for an extended period or for an entire work shift
• Requires repetitive motion
• Move, bend, lift, carry, push, pull, and place objects weighing up to 50 pounds without assistance

Working Environment

• Interior of hotel
• Outdoors in parking area
• Occasional travel around property with exposure to outside weather conditions

Tools & Equipment

• Radio
• Computer
• Printer
• Copier
• Telephone

Omni Hotels & Resorts is an Equal Opportunity/AA/Disability/Veteran Employer.