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Front Desk Agent - job 2 of 3

Location

 

THE MODERN HOME OF AMERICAN GOLF

Discover The Modern Home of Golf at our Frisco resort & spa. 

 

At the heart of modern golf culture, Omni PGA Frisco Resort & Spa delights from tee time to cocktail hour. Stay in one of our 500 thoughtfully-appointed hotel rooms and suites or one of 10 exclusive ranch houses. Tee off on two 18-hole championship courses at Fields Ranch, designed by acclaimed golf course architects Gil Hanse and Beau Welling. Practice on a 2-acre putting course, continue after dark at The Swing, a lighted 10-hole, par-3 short course, and find more fun off the fairway at the Monument Realty PGA District nearby. Balance your golf getaway at our resort in Frisco, TX with four on-site pools, including an adults-only rooftop infinity pool. You can also book rejuvenating treatments at Mokara Spa and indulge in inventive fare at 13 dining destinations. Whether you’re planning your next golf trip or a once-in-a-lifetime family vacation, you’ll always remember your stay at Omni PGA Frisco Resort & Spa.

 

Job Description

Omni PGA Frisco Resort is seeking an outgoing and enthusiastic Front Desk Agent to join the our team. Omni Frisco PGA Resort will provide north Texas with 127,000 square feet of event space, 13 new food and beverage outlets, an extravagant spa and a full entertainment district. Featuring two championship 18-hole golf courses along with a third short course, we will provide incredible options for our guests and local community for dining, events, and entertainment.

 

 

This team member 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. Front Desk Agents make the first impression upon our guests by extending a warm welcome, providing information about the resort and local area, and offering our full range of upscale resort 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.

 

 

This is an ideal opportunity for someone who wants to grow in the industry and make their mark!

 

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.

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 accurately and efficiently input information 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.
  • Ability to stand for entire shift.
  • 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.

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.

Average salary estimate

$35000 / YEARLY (est.)
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$30000K
$40000K

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What You Should Know About Front Desk Agent, Omni Hotels & Resorts

Join the vibrant team at Omni PGA Frisco Resort & Spa as a Front Desk Agent, where you’ll be the first point of contact for guests embarking on an unforgettable experience in the heart of modern golf culture. This isn’t just a job; it’s an opportunity to create memorable interactions. Imagine greeting guests with a warm smile, assisting them with check-ins, and guiding them through the resort’s exceptional amenities including championship golf courses, luxurious spa treatments, and a variety of dining options. Your role involves not just processing guest accounts, but being a true ambassador for the resort, ensuring every visitor feels at home from the moment they arrive until their departure. As a Front Desk Agent, you’ll also manage special requests, resolve any concerns, and maintain confidentiality, all while collaborating with different hotel departments to provide seamless service. For those looking to build a rewarding career in hospitality, this is your chance to shine and make a lasting impact at Omni PGA Frisco Resort, where every day brings new challenges and opportunities in providing a five-star experience.

Frequently Asked Questions (FAQs) for Front Desk Agent Role at Omni Hotels & Resorts
What are the key responsibilities of a Front Desk Agent at Omni PGA Frisco Resort?

As a Front Desk Agent at Omni PGA Frisco Resort, your main responsibilities will include greeting guests with a warm welcome, processing check-ins and check-outs, responding to inquiries, managing room assignments, and ensuring smooth communication across hotel departments. You’ll also resolve guest issues and complete special requests to enhance their stay, marking the beginning of memorable experiences.

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What qualifications are needed to become a Front Desk Agent at Omni PGA Frisco Resort?

To become a Front Desk Agent at Omni PGA Frisco Resort, prior customer service experience is essential, with a preference for hotel front desk and cashiering experience. Strong communication skills in English, attention to detail, the ability to work under pressure, and a knack for organization are crucial. Fluency in another language is a plus, showcasing your ability to cater to a diverse clientele.

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What is the guest experience like with a Front Desk Agent at Omni PGA Frisco Resort?

The guest experience with a Front Desk Agent at Omni PGA Frisco Resort is designed to be warm and welcoming. Agents are trained to provide a five-star service by empathizing with guest needs, guiding them through resort offerings, and ensuring all their requests are met promptly. This engaging environment aims to create unforgettable memories for every guest who arrives at the resort.

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How does a Front Desk Agent contribute to the success of Omni PGA Frisco Resort?

A Front Desk Agent plays a pivotal role in the success of Omni PGA Frisco Resort by being the first point of contact for guests. By delivering exceptional service, responding accurately to guest needs, and fostering a welcoming atmosphere, Agents enhance the guests’ overall experience, which directly contributes to the resort’s reputation and success in the hospitality industry.

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What career growth opportunities are available for Front Desk Agents at Omni PGA Frisco Resort?

At Omni PGA Frisco Resort, Front Desk Agents have ample opportunities for career growth. With continuous training and the chance to work closely with various hotel departments, Agents can develop new skills and potentially advance to supervisory or management roles within the hospitality sector, paving the way for a fulfilling career.

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Common Interview Questions for Front Desk Agent
Can you describe your experience with front desk operations?

In answering this question, highlight your relevant experience, including specific tasks you’ve handled, such as check-ins, guest inquiries, and managing reservations. Be sure to mention any previous roles that have prepared you for the Front Desk Agent position at Omni PGA Frisco Resort.

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How do you handle difficult guests?

Discuss your approach to customer service, emphasizing empathy, active listening, and problem-solving. Provide a specific example of when you successfully addressed a guest's complaint, showcasing how you turned a negative experience into a positive one.

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What do you think makes exceptional customer service?

Outline the key elements of exceptional customer service, such as personalized attention, responsiveness, and creating a welcoming atmosphere. Relate these qualities back to what you believe guests will experience at Omni PGA Frisco Resort.

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How do you prioritize tasks during busy check-in and check-out times?

Discuss your strategies for time management and prioritization during peak times, perhaps mentioning how you would manage multiple guests' needs while maintaining high service standards. Provide examples of when you effectively handled such situations.

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What company values resonate most with you?

Refer to Omni Hotels & Resorts' core values, especially their commitment to guest satisfaction and teamwork. Explain how these align with your personal beliefs and how they would guide your work as a Front Desk Agent.

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What would you do if you were unsure about a guest's request?

Communicate your willingness to assist, emphasizing the importance of consulting with a team member or supervisor if necessary. This displays your commitment to accuracy and guest satisfaction, vital for the role at Omni PGA Frisco Resort.

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How familiar are you with our resort and the amenities we provide?

Before the interview, research the resort and its offerings extensively. In your response, mention specific amenities and services you find appealing, and express enthusiasm for sharing this information with guests as a Front Desk Agent.

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Tell us about a time you went above and beyond for a customer.

Provide a detailed account of an experience where you exceeded a guest’s expectations. This highlights your proactive approach to customer service and reinforces your suitability for the Front Desk Agent position at Omni PGA Frisco Resort.

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Why are you interested in working at Omni PGA Frisco Resort?

Articulate your admiration for the resort's vision in modern golf culture and its values in delivering stellar guest experiences. Personalize your interest based on what you’ve learned about the resort and how you can contribute as a Front Desk Agent.

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Do you have experience working with booking systems?

Mention any specific booking or property management systems you’ve used in the past, and detail your comfort level with technology. Highlighting this experience will assure the interviewer of your ability to adapt quickly to Omni PGA Frisco Resort's operational tools.

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EMPLOYMENT TYPE
Full-time, on-site
DATE POSTED
April 16, 2025

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