Overnight Front Desk Agent | Full-Time

Orlando at Champions Gate - Orlando, FL

Full-time

Orlando, FL

About the position

The Overnight Front Desk Agent at Omni Orlando Resort at ChampionsGate is responsible for ensuring a smooth check-in and check-out process for guests, providing exceptional customer service throughout their stay. This role requires familiarity with hotel procedures, amenities, and facilities, as well as the ability to handle cash and assist with night audit paperwork. The position is crucial for maintaining the resort's high standards of service and guest satisfaction.

Responsibilities

• Ensure appropriate checking in and checking out of guests.
• Be thoroughly acquainted with all check-in and check-out procedures and policies.
• Familiarize with the AM and PM checklist.
• Understand and operate the Phone and Alarm System in the PBX department.
• Knowledge of all Front Office and PBX Moments of Service scenarios.
• Familiarize with all systems and equipment related to the Front Desk.
• Understand hotel rate plans and rate codes.
• Be knowledgeable about hotel amenities and facilities.
• Understand the inter-relationship between different departments.
• Perform cash handling processes accurately.
• Maintain 4-Star/4-Diamond Standards of guest service.
• Assist in all night audit paperwork.
• Complete the overnight checklist.
• Print out folios for guests departing the next morning.
• Maintain close contact with LP during the night regarding guest situations.

Requirements

• Previous experience in a 4 Diamond or Luxury Resort preferred.
• Previous customer service experience preferred.
• Experience as a Night Audit or Front Desk agent preferred.
• High propensity for customer service.
• Previous cash handling experience.