Overnight Front Desk Agent | Full-Time

Omni Hotels & Resorts - Orlando, FL

Full-time - Entry Level

Orlando, FL

5,001-10,000 employees

Accommodation

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 while providing exceptional customer service. This role requires familiarity with hotel procedures, cash handling, and maintaining high standards of guest service in a dynamic and fast-paced environment.

Responsibilities

• To be thoroughly acquainted with all check-in procedures and policies.
• To be thoroughly acquainted with all check-out procedures and policies.
• To be thoroughly acquainted with the AM and PM checklist.
• Be familiar with the Phone and Alarm System in the PBX department.
• To be thoroughly knowledgeable of all Front Office and PBX Moments of Service scenarios.
• Be familiar with all systems and equipment as related to the Front Desk.
• Be familiar with all hotel rate plans and rate codes.
• Be familiar with all hotel amenities (Wireless Internet, Select Guest Program, Frequent Flyer Mileage Program, Laundry Services, and Omni Kids Program).
• Be familiar with all hotel facilities (F&B outlets, Business Center, Gift Shop, Fitness Center, Spa, Recreation, Leadbetter Academy, and Golf Club).
• To be familiar with the inter-relationship between the different departments (PBX, Guest Service, Housekeeping, F&B outlets, Gift shop, and Purchasing).
• Understand and perform cash handling processes.
• Understand the importance of our Medallia scores.
• Understand all Moments of Service for PBX, Guest Services and Front Desk.
• Maintain 4-Star/4-Diamond Standards of guest service.
• Assist in all night audit paperwork.
• Complete the overnight checklist.
• Print out folios for guest departing the next morning.
• Keep in close contact with LP during the night if there are any guest situations.

Requirements

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

Benefits

• Health Insurance
• 401K Plan
• Vacation & Paid Time Off