Front Desk Agent - Night Audit

Omni Hotels & Resorts - Louisville, KY

Full-time - Entry Level

Louisville, KY

Accommodation

About the position

The Front Desk Agent - Night Audit at Omni Hotels is responsible for delivering a five-star welcome and departure experience to guests. This role serves as an ambassador for the hotel, ensuring guests receive exceptional service throughout their stay. The agent will handle check-ins and check-outs, manage guest accounts, and resolve any issues that arise, all while maintaining a high standard of hospitality and attention to detail.

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
• 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
• 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
• Maintain guest history files on all guests
• Accommodate room changes expediently
• Document all guest requests, complaints or problems immediately and notify designated department/personnel
• 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 of all hotel features/services, hours of operation, room types, and special packages.

Requirements

• Ability to clearly and pleasantly communicate both verbally and in writing in English
• Ability to accurately and efficiently input information into computer systems
• Ability to work cohesively with co-workers
• 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
• Ability to stand on your feet for 8 hours
• Previous customer service experience
• Previous hotel front desk experience is strongly preferred
• Previous cashiering experience is preferred
• Previous guest relations training is preferred
• Must be able to work a flexible schedule to include nights, weekends and holidays.

Nice-to-haves

• Previous hotel front desk experience
• Previous cashiering experience
• Previous guest relations training