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Front Desk Agent Overnight

at Omni hotels & resorts

Posted: 5/21/2019
Job Reference #: 35832

Job Description

  • Job LocationsUS-GA-Atlanta
    Posted Date1 month ago(5/10/2019 12:11 PM)
    Requisition ID
    # of Openings
    Category (Portal Searching)
    Front Office Operations
  • Location

    Atlanta Hotel at CNN Center

    Luxurious comfort embraces pure style at the elegant, four-diamond Omni Hotel at CNN Center. Located in the heart of downtown Atlanta within the bustling Centennial Park District, this luxury hotel treats you to views of the spectacular downtown skyline or picturesque Centennial Olympic Park. The Omni Hotel at CNN Center is connected to Philips Arena and the Georgia World Congress Center, and it is the closest hotel to the Mercedes-Benz Stadium.

    Omni CNN’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 Hotel at CNN Center may be your perfect match.

    Job Description

    To oversee and coordinate all night time front desk and audit functions, execute computer maintenance requirements, and ensure all financial transactions for the day are verified and balanced.


    Preparation of daily reports and distribution as directed.
    Accurate preparation of VIP, complimentary, house use rooms, and out of order lists.
    Conduct back up procedures for Epitome and drop tape nightly.
    Handling Express checkouts ensuring their completion.
    Completion of third shift Night Audit checklist
    Balancing of daily postings and revenue.
    Ensure adequate communication the following morning to all necessary departments by communicating through “Wrap-Up” emails.
    Understanding of all front office standards and assist in solving deficiencies.
    Documenting errors made by cash handling auditors.
    Prepare In-house allowance and adjustment spreadsheets each day.
    Prepare and send out the DAR to appropriate team members.
    Balancing of daily posting and revenue, and resolution of inaccuracies.
    Ensuring nightly transmission of credit cards through IPU and Epitome.
    To be thoroughly acquainted with all check-in and check-out procedures and policies.
    To be a main liaison between guest and the hotel.
    To appropriately protect confidential guest information and guest room key access according to front office SOP’s.
    To be thoroughly acquainted with PBX Operator duties.
    Be familiar with emergency procedures and Alarm System in the PBX department.
    Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process.
    To be thoroughly knowledgeable of all Front and PBX Moments of Service scenarios, and execute to standard.
    Be familiar with all systems and equipments as related to the Front Office (EPITOME, Nucleus, GoConcierge, Synergy, Vingcard Vision, Two-Way Radio Dispatch, ISD Firepanel)
    Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests.
    Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, Frequent Flyer Mileage Program, Laundry Services, and Omni Kids Program)
    To be familiar with all hotel facilities (F&B outlets, Business Center, Fitness Center, Concierge Lounge, Outdoor Pool, Meeting Space, Parking Garage)
    To be familiar with the inter-relationship between the different departments (to include PBX, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing)
    To be familiar with local attractions and businesses (to include Charlotte Athletic Club, Museums, Restaurants, BOA Plaza, Epicenter, Malls)
    Aid guests in locating other areas of the hotel (walk them to destination if possible)
    Familiarity with parking validation procedures and Good Night’s Rest Policy
    Effectively operate computer, printer, telephone, pen/pencil, photo-copying machine, facsimile machine, two-way radio
    Be actively engaged with our guests. Identify the needs of our guests and meet these needs, aiming to exceed expectations at every opportunity.
    Deliver personalized, memorable guest experiences by utilizing the Power of One.


    Excellent customer service and problem solving skills
    Must have strong communication, computer and organizational skills
    Maintain a professional business appearance, attitude, and performance
    Prior guest service experience required, preferably hotel front office experience
    Must be able to work a variety of shifts, including weekends and holidays.
    Move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance. Stand, walk or sit for an extended period or for an entire work shift. Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.