Guest Service Agent | Full Time

Omni Interlocken Resort & Spa is seeking a Guest Service Agent to join our outstanding front office team! This vital role will work closely with the Front Office Manager and Leaders to successfully execute all operations relating to the Guest Services department, resulting in high levels of guest satisfaction. This highly motivated individual will be responsible for providing a five-star welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guest’s stay. Guest Service Agents make the first impression upon our guests by extending a warm welcome, providing information about the hotel and local area, and offering our full range of upscale hotel amenities and services to them. Guest Service Agents are also responsible for settling guest accounts upon check-out, resolving guest issues and completing special requests.

We are looking for motivated and energetic individuals who love contributing to a winning team. If you have customer service experience and a passion for serving others, we would love to speak with you about this role.

• Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures
• Answer internal and external telephone calls
• 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 when applicable
• Document all guest requests or challenges immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction
• Generate, print and distribute daily and weekly reports
• Resolve discrepancies on the room status report with Housekeeping
• Assist in setting up amenities for special occasions or VIPs
• Actively engage in the Select Guest / Loyalty program including signing up new members
• 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.
• Actively share with guests current hotel services, events and amenities
• Assist in maintaining lobby cleanliness and ensuring the front drive is free of debris
• Perform Lobby Ambassador duties inlcuding but not limited to luggage assistance, greeting guests in the lobby, and providing directions and assistance to guests as needed using Omni's service standards.

• 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 accurately and efficiently input information into computer systems
• Ability to work cohesively with co-workers both within and outside of your department
• 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
• Fluent in speaking, writing and reading English
• Previous customer service experience, preferably in a hospitality guest facing position.
• Previous cashiering experience is preferred
• Must be able to stand for up to 8 hours
• Must have a flexible schedule and be able to work Days, Evenings, Weekends, and Holidays.
• Must be 18 years or older.