Overnight Front Desk Agent - PT

Omni Nashville Hotel

The Omni Nashville Hotel was specially created to be an authentic expression of Nashville’s vibrant music culture. Across from the Music City Center, the luxury hotel is a one-of-a-kind experience, fully integrated with an expansion of the Country Music Hall of Fame and Museum on four levels. Located on Fifth Avenue between Demonbreun and Korean Veterans Blvd. The Omni Nashville Hotel design is a modern expression of the city’s distinct character, incorporating natural materials, exposed steel and regional limestone. The multi-story hotel and expanded museum shares meeting and entertainment space and brings additional restaurants and retail venues to this dynamic destination in downtown Nashville.

The Omni Nashville Hotel’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 Nashville may be your perfect match.

No Job Description for a position can possibly include all duties which may be requested by guest or required by the hotel.  The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager. The following is a summary of the major responsibilities of the position.

DEPARTMENT:                  Rooms | Front Office

JOB TITLE:                          Night Audit 

REPORTS TO:                     Director of Front Office

JOB PURPOSE:                   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.                   

ESSENTIAL JOB FUNCTIONS:

• 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 Opera 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 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 Opera.
• 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 Ideal Services duties.
• Be familiar with emergency procedures and Alarm System in the Ideal Services 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 Office and Ideal Services Moments of Service scenarios, and execute to standard.

• Be familiar with all systems and equipments as related to the Front Office (Opera, GoConcierge, Synergy, SALTO, Push to Talk Radios, 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, GHA Discovery, Laundry  Services, and Omni Kids Program)
• To be familiar with all hotel facilities (F&B outlets, Business Center, Fitness Center, 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.
• Understand and perform cash handling processes.

• Understand the importance of our Medallia scores.
• Maintain Four Diamond Standards of guest service
• Proper phone etiquette; answering the phone with a smile in your voice

• Aid guests in locating other areas of the hotel (walk them to destination if possible)
• Familiarity with parking procedures.
• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.
• Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.
• Be pleasant, smile and greet all guests, using surnames when obtained.
• 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.

QUALIFICATIONS:

• 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.

ENVIRONMENT & POSITION ANALYSIS:

• 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. 

TOOLS & EQUIPMENT:

Desktop computer (Opera, Alice, SALTO, Synergy, Windows, Microsoft Office), printer, telephone, copier, fax machine, push to talk radio, scanner

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link:

EEOC is the Law Poster. 

Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.

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.