Front Desk Agent (Overnight)

Location

Hilton Head Oceanfront Resort

Located on the sugar sand beaches of Hilton Head Island on the southern coast of South Carolina, this oceanfront resort is a tropical paradise unlike anywhere else in this premier destination. The Omni Hilton Head Oceanfront Resort offers beautiful oceanfront views to all of our guests. 

Omni Hilton Head’s associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Hilton Head Oceanfront Resort may be your perfect match.

Job Description

The beautiful Omni Hilton Head Oceanfront Resort is seeking an Overnight Front Desk Agent that is responsible for providing a five-star welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guest’s stay. TheFront Desk Agent makes 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. 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

• Have a thorough understanding of all check-in and check-out procedures and policies.

• Be fully familiar with the AM and PM checklists.

• Know how to operate the phone and alarm systems in the PBX department.

• Be well-versed in all Front Office and PBX Moments of Service scenarios.

• Maintain working knowledge of all Front Desk systems and equipment, including:

  • EPITOME

  • Nucleus

  • NXTV

  • Synergy

  • Vingcard Vision

• Be familiar with all hotel rate plans and codes.

• Have a solid understanding of hotel amenities, including:

  • Print Me function

  • Wireless Internet

  • Select Guest Program

  • Frequent Flyer Mileage Program

  • Laundry Services

  • Omni Kids Program

• Know the layout and offerings of all hotel facilities, such as:

  • F&B outlets

  • Business Center

  • Gift Shop

  • Fitness Center

  • Spa

  • Recreation areas

  • Ledbetter Academy

  • Golf Club

• Understand the interdepartmental relationships, especially between:

  • PBX

  • Guest Services

  • Housekeeping

  • F&B outlets

  • Gift Shop

  • Purchasing

• Be proficient in cash handling procedures.

• Understand the significance of Medallia guest satisfaction scores.

• Demonstrate knowledge of all Moments of Service across PBX, Guest Services, and Front Desk.

• Uphold service standards at all times.

Qualifications

• • Assist with all night audit paperwork.

  • Complete the full overnight checklist.

  • Print folios for guests checking out the next morning.

  • Maintain regular communication with Loss Prevention (LP) regarding any guest-related situations during the night.