Front Desk Agent

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

Omni Viking Lakes Hotel is seeking a Front Desk Agent. This position is responsible for providing 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.

Omni Hotels has been named one of the "Best-Led Companies of 2024" by Glassdoor

If you love hospitality, creating amazing customer experiences, and the structure and benefits that come from working with a hotel company then you will love working with Omni!

Salary for this position starts at (based on experience): $18.00/hour. Full Time Associates at Omni Viking Lakes are entitled to elect the following benefits: Medical, Dental, Vision and other healthcare benefits, Paid Maternity Leave, 401k and Paid Time Off Accrual. Omni Viking Lakes reserves the right to pay more or less than listed compensation scale based on factors not related to sex or race.

Additional associate benefits offered include discounts at the spa and restaurants, discounted rates at other Omni properties, corporate discounts, continued education opportunities and more.

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

· 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

Omni Hotels & Resorts is an equal opportunity employer - vets/disability. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to applicationassistance@omnihotels.com. Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.