Front Desk Agent

Front Desk Agent – Omni Fort Worth Hotel

Location:

Fort Worth, TX

As breathtaking as any West Texas sunset, the Omni Fort Worth Hotel offers a taste of Texas hospitality. Conveniently located in the heart of Fort Worth’s exciting downtown, the hotel is adjacent to the Fort Worth Convention Center and within walking distance from the city’s cultural centers, restaurants and nightlife.

Job Description:

Front Desk Agents are responsible for providing a five‑star welcome and departure experience to each guest, serving as ambassadors throughout the guest’s stay. They manage check‑ins/check‑outs, settle accounts, resolve issues, and work closely with all hotel departments.

• 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 (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
• 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 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 on 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 communicate clearly and pleasantly in English, both verbally and in writing
• Accurately and efficiently input information into computer systems
• Work cohesively with co‑workers both within and outside of your department
• Compute accurate mathematical calculations
• Think clearly, quickly and make concise decisions
• Prioritize, organize and follow up
• 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

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster and its supplement are available. If you need special assistance to apply, please send an email to applica