Front Desk Agent - Full service luxury hotel

Location

New Haven Hotel

Located in downtown New Haven and just steps away from the prestigious Yale University, the Omni New Haven @ Yale University surrounds you with luxurious comfort and unparalleled service. The Omni Hotel stands out within New Haven’s skyline. Enjoy breathtaking views from our guest rooms or John Davenports Restaurant located in the 19th floor overlooking the Yale Campus.

Come join our award winning team at the only 4-diamond hotel in New Haven where you’ll experience a rewarding and fostering work environment!

Job Description

Front Desk Agents are responsible for providing a five-star welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guest’s stay. Front Desk Agents make the first impression upon our guests by extending a warm welcome, providing information about the hotel and local area, and offering our full range of upscale hotel amenities and services to them. Front Desk Agents are also responsible for settling guest accounts upon check-out, resolving guest issues and completing special requests. They work closely with all hotel departments especially our Guest Services, Bell-Door and Sales 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
• Assist in Pre-registering 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 in order to ensure security of guest room access.
• Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments
• Accommodate room changes expediently
• 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
• Answer incoming calls. Sort, send and distribute guest package, faxes & mail at the front desk
• Be available to work overnight shift. Perform night audit function as needed
• Generate, print and distribute daily and weekly reports
• Report discrepancies on room status to Front Office and 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, ia email and by telephone
• Ability to accurately and efficiently input information into Property management systems
• Ability to work cohesively with co-workers both within and outside of your department
• Ability to compute accurate mathematical calculations and process payment transactions for guests.
• Ability to use the power of one, think clearly, quickly and make concise decisions
• Ability to prioritize, organize and follow up
• Ability to stand entire shift. Lift 50 lbs
• Ability to multi-task. Work in a highly visible position, dealing with many arrivals and departures within a short period of time
• Previous hotel customer service experience is required.
• Degree in a related course of study. Preferably hospitality
• Previous hotel front desk / Night Auditor experience, minimum 1 year is required
• Previous cashiering experience is required
• Availability to work all shifts, weekends & holidays
• Fluency in a foreign language is preferred
• Previous guest relations training in a five star hotel is preferred
• Flexible availability to work all shifts to include overnights as needed

End of Job Description