Front Desk Agent

Overview

Front Desk Agent

Job Location s: US-NH-Bretton Woods

Requisition :

# of Openings: 1

Category (Portal Searching):
Front Office Operations

Omni Mount Washington Resort & Spa

Omni Mount Washington Resort & Spa, located in Bretton Woods, New Hampshire, is gracious in ambiance and generous in amenities. A favorite New England retreat, the hotel offers upscale service and a dynamic work environment. Omni is committed to serving our associates and nurturing their growth.

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. They make the first impression by extending a warm welcome, providing information about the hotel and local area, and offering our full range of upscale hotel amenities and services. They settle guest accounts upon check-out, resolve guest issues and complete special requests.

They work closely with all hotel departments, especially Concierge, Bell-Door and Ideal Services teams.

• Comprehensive healthcare coverage with options for medical, dental, and vision plans.
• Paid time off for relaxation and rejuvenation.
• Financial security through a 401(K) matching plan and pre-tax Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
• A comprehensive voluntary benefits program including: critical illness, hospital indemnity, accident coverage, life and AD&D insurance, legal services, identity theft protection, whole life insurance, telemedicine, and pet insurance.
• Complementary Golf, Skiing and Riding.
• Discounts on dining, retail, and spa services, as well as discounts on ski and golf rentals and other activities.
• Employee Support services including an Employee Assistance Program (EAP), Travel Connect for emergencies while traveling, and adoption services.

Join us and thrive in an environment where your well-being is valued and supported.

• 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 (e.g., 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.
• Accommodate room changes expediently.
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolution. Follow up to ensure completion and guest satisfaction.
• Issue safe deposit boxes to guests and ensure security of keys.
• 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 of all hotel features/services, hours of operation, room types, layouts, decor, promotions and locations.

• High school diploma or equivalent.
• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, in person and by telephone.
• Ability to accurately and efficiently input information into computer systems.
• Ability to work cohesively with co-workers inside 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 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.
• Ability to work nights, weekends, and holidays.
• Full-time, part-time, and on-call positions available.

Omni Hotels & Resorts is an Equal Opportunity Employer.