Guest Services Agent

Guest Services Agent

Omni Hotels & Resorts

Berkshire Place, New York, NY

Front Desk Agents are responsible for providing a five‑star welcome and departure experience to each guest, acting as ambassadors throughout the guest’s stay. They extend a warm welcome, provide information about the hotel and local area, and promote our range of upscale amenities and services. Agents also settle guest accounts upon checkout, resolve issues, and complete special requests. They work closely with all hotel departments, especially Concierge, Bell‑Door, and Ideal Services teams.

• 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 system and follow through on designated requirements.
• Pre‑register designated guests and prepare key packets.
• Communicate pertinent guest information to designated departments (special requests, amenity delivery).
• Maintain confidentiality of all guests and hotel information.
• Ensure security of guest room access by attending to details.
• Execute all Omni accounting standards, ensuring accurate settlement of folios, routing of charges and adjustments.
• Maintain guest history files.
• Accommodate room changes expediently.
• Document all guest requests, complaints or problems immediately and notify the appropriate department for resolution. Follow up to ensure completion and guest satisfaction.
• Issue safe deposit boxes to guests and ensure key security.
• 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, rates, special packages and promotions.

• Ability to communicate clearly and pleasantly in English, both verbally and in writing.
• Ability to accurately and efficiently input information into computer systems.
• Ability to work cohesively with co‑workers within and outside the department.
• Ability to perform 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, handling many arrivals and departures within a short period.
• Previous customer service experience.
• Previous hotel front desk experience strongly preferred.
• Previous cashiering experience preferred.
• Fluency in a foreign language preferred.
• Previous guest services training preferred.

Hourly: $30.98 – $41.31

Temporary – Entry level