at Omni Tucson National in Tucson, Arizona, United States
Job Description
Front Desk Agents are responsible for providing a five-star welcome and departure experience to each
guest, as well as, serving as ambassadors throughout the guest’s stay. Front Desk Agents make the first
impression upon our guests by extending a warm welcome, providing information about the hotel and
local area, and oƯering our full range of upscale hotel amenities and services to them. Front Desk Agents
are also responsible for settling guest accounts upon check-out, resolving guest issues and completing
special requests. They work closely with all hotel departments especially our Concierge, Bell-Door and
Ideal Services teams.
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.
