Front Desk Agent

Location

A substantial part of the 200‑acre Viking Lakes mixed‑use development, this destination is home to the Minnesota Vikings headquarters, Twin Cities Orthopedics Performance Center and TCO Stadium. The location is easily accessible from downtown Minneapolis and St. Paul, the Mall of America and airport, with additional uses for the planned development to include corporate offices, retail, restaurants and entertainment.

The 320‑room luxury hotel features more than 35,000 sq. ft. of indoor and outdoor meeting and pre‑function space, including a 7,500‑sq. ft. ballroom, a 4,410‑sq. ft. event center and six two‑story hospitality lounges for groups and meeting planners to utilize. From small board meetings, conferences and large galas or special events to Sunday football tailgates and more, the Omni Viking Lakes Hotel accommodates groups of all sizes with its robust meetings offerings, multiple food and beverage venues, a signature spa and state‑of‑the‑art fitness facilities.

Omni Viking Lakes Hotel is seeking a Front Desk Agent. This position is responsible for providing a five‑star welcome and departure experience to each guest, as well as serving as a hotel ambassador throughout the guest's stay. The team member will make the first impression by extending a warm welcome, providing information about the hotel and local area, settling guest accounts upon check‑out, resolving guest issues, and completing special requests.

Omni Hotels has been named one of the “Best‑Led Companies of 2024” by Glassdoor.

If you love hospitality, creating amazing customer experiences, and the structure and benefits that come from working with a hotel company then you will love working with Omni!

Salary for this position starts at $18.00/hour. Full‑time Associates are entitled to elect the following benefits:
Medical, Dental, Vision, and other healthcare benefits, Paid Maternity Leave, 401(k), and Paid Time Off Accrual. Omni Viking Lakes reserves the right to pay more or less than the listed compensation scale based on factors not related to sex or race.

Additional associate benefits include discounts at the spa and restaurants, discounted rates at other Omni properties, corporate discounts, continued education opportunities and more.

• 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.).
• 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.

• 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…