Front Desk Agent - Full Time - Omni Hotels & Resorts

Location

A substantial part of the 200-acre Viking Lakes mixed-use development, this destination is home to the Minnesota Vikings headquarters, Twin Cities Orthopedics Performance Center and TCO Stadium. The location is easily accessible from downtown Minneapolis and St. Paul, the Mall of America and airport, with additional uses for the planned development to include corporate offices, retail, restaurants and entertainment.

The 320-room luxury hotel features more than 35,000 square feet of indoor and outdoor meeting and pre-function space, including a 7,500-square-foot ballroom, a 4,410-square-foot event center and six two-story hospitality lounges for groups and meeting planners to utilize. From small board meetings, conferences and large galas or special events to Sunday football tailgates and more, the Omni Viking Lakes Hotel accommodates groups of all sizes with its robust meetings offerings, multiple food and beverage venues, a signature spa and state-of-the-art fitness facilities.

Job Description

Front Desk Agents provide a five-star welcome and departure experience to each guest, as well as serve as a hotel ambassador throughout the guest’s stay. This team member will make the first impression upon our guests by extending a warm welcome, providing information about the hotel and local area, settling guest accounts upon check-out, resolving guest issues, and completing special requests.

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.)
• Supports new Omni Safe and Clean protocols throughout the hotel to support Omni's Covid-19 related sanitation protocols.
• 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 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.
• Expediently accommodate any room changes.
• 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 in 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.

Qualifications

Qualifications:

• 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 input information accurately and efficiently 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.
• Previous customer service experience
• Previous hotel front desk experience is strongly preferred.
• Previous cashiering experience is preferred.
• Fluency in a foreign language is preferred.
• Previous guest relations training is preferred.

Physical Requirements:

• Stand or walk for an extended period or for an entire work shift.
• Requires repetitive motion.
• Move, bend, lift, carry, push, pull, and place objects weighing up to 50 pounds without assistance.

Working Environment:

• Interior of hotel
• Outdoors in parking area.
• Occasional travel around property with exposure to outside weather conditions.
• Exposure to hazardous chemicals

Tools & Equipment:

• Radio, computer, printer, copier, telephone