Guest Services Representative

  • Omni Hotels
  • Charlottesville, VA, USA
  • Mar 16, 2019
Hospitality / Restaurant / Food Service

Job Description


Charlottesville Hotel

The Omni Charlottesville Hotel offers 208 beautifully appointed guestrooms and suites featuring panoramic views of the Blue Ridge Mountains, along with a full service restaurant and 12,000 square feet of meeting space. The Omni is located in the heart of downtown at the base of the downtown pedestrian mall. Our location offers a wide variety of local restaurants, pubs, entertainment venues, or even just to take a scenic walk and enjoy the culture of Charlottesville. There are numerous local historic sites that have played a unique role in American history which include: Monticello, the University of Virginia, Ash Lawn-Highland, Historic Court Square and Michie Tavern. Our Blue Ridge Parkway offers unmatched views and our very own downtown mall features daily entertainment at the four theaters which offer live music, movies and theatrical performances.

Although we have a beautiful property and location, our associates are what separate us from the rest of the hotels. Our culture provides an atmosphere that allows our associates to learn and grow in their professional development in a fun environment. We strongly encourage promotions from within our company, and as a result, our staff has a solid hospitality foundation. Our diverse staff comes from many different countries in the world and provides a fantastic atmosphere to develop both from a professional and personal level. Although we offer a complete benefit package for all of our full-time associates, all of our associates are provided the greatest benefit of all which is "opportunity".

Job Description

Guest Service Representatives are responsible for providing a five-star welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guest's stay. Guest Service Representatives make 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. Position will require flexibility to work three 1st or 2nd shifts, and two overnight shifts per week based upon business demands. When working the 1st or 2nd shift the payrate will be $13.00 per hour. When working the 3rd shift, or overnight shift, the payrate will be $14.00 per hour.


Process guest check-ins and check-outs according to Omni's Moments of Service and Standard Operating Procedures
•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
•Monitor, send and distribute guest faxes
•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.


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
Previous customer service experience
•Previous hotel front desk experience is strongly preferred
•Previous cashiering experience is preferred
•Previous guest relations training is preferred