About the position
Omni PGA Frisco Resort is seeking an outgoing and enthusiastic Front Desk Agent to join our team. Located 30 miles north of downtown Dallas, the resort is the largest currently in development in the country, set to open in spring 2023. It will feature 500 guest rooms and suites, 10 four-bedroom ranch houses, three pools including an adults-only rooftop infinity pool, a destination spa, and over 127,000 square feet of indoor and outdoor meeting and event space. The resort aims to provide an unparalleled experience for golf enthusiasts and newcomers alike, with 46 holes of golf designed by Beau Welling and Gil Hanse, including two championship 18-hole courses and a lighted 10-hole short course. As a Front Desk Agent, you will be responsible for providing a five-star welcome and departure experience to each guest, serving as ambassadors throughout their stay. This role is crucial as Front Desk Agents make the first impression upon guests by extending a warm welcome, providing information about the resort and local area, and offering our full range of upscale resort amenities and services. You will also be responsible for settling guest accounts upon check-out, resolving guest issues, and completing special requests. This position is ideal for someone looking to grow in the hospitality industry and make a significant impact on guest experiences.
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.
- 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.
Requirements
- 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 accurately and efficiently input information into computer systems.
- Ability to work cohesively with co-workers both within 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, dealing with many arrivals and departures within a short period of time.
- Ability to stand for entire shift.
- Previous customer service experience.
- Previous hotel front desk experience is strongly preferred.
- Previous cashiering experience is preferred.
Nice-to-haves
- Fluency in a foreign language is preferred.
- Previous guest relations training is preferred.
