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About the Role

The Overnight Guest Service Representative will provide a five-star welcome and departure experience, serving as an ambassador throughout the guest's stay. This role involves making a first impression, providing information, handling check-outs, resolving issues, and completing special requests, working closely with various hotel departments.

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.
• Speak to guests in a friendly, warm manner, making them feel welcome at the hotel.
• Set up accurate accounts for each guest checking in according to their preferences.
• Block rooms in the computer and follow through on designated requirements.
• Employ attention to detail to ensure the security of guest room access.
• Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments.
• Document all guest requests, complaints or problems immediately and notify designated personnel for resolving the situation. Follow up to ensure completion and guest satisfaction.
• Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, rates, packages and promotions.
• Prepare the Daily Report (Daily Business Summary DBS) timely and accurately.
• Expeditiously and diplomatically resolve guest problems.
• Remain fully knowledgeable in all emergency procedures.
• Accurately prepare VIP, complimentary, house use rooms, and out of order lists.
• Ensure proper registration of guests and credit procedures are followed.
• Distribute all nightly reports.
• Generate, print and distribute daily and weekly reports.
• Process guaranteed no show billings efficiently.
• Maintain current back up reports.
• Collect Reservation Deposits.
• Work on Guest Engagement Meeting, highlighting Very Detailed Arrivals, Medallia Comments, Service Tracker and send communication to the hotel.
• Handle Express Check-Outs ensuring their completion.
• Complete third shift Night Audit checklist and responsibilities.

Requirements

• Previous luxury hotel experience is preferred.
• Previous Front Office experience is preferred.
• Must be willing to work flexible hours as needed during busy times and high-profile events, including nights, weekends and holidays.
• Must be available to work primary schedule of overnight shifts.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Regularly required to sit; use hands to finger, handle, or feel; and talk or hear.
• Regularly required to stand and/or walk for extended periods of time.
• Specific vision abilities required include close vision, and ability to adjust focus.

Skills

• Proficient computer skills are required; Opera PMS system, Microsoft Office, Excel, Word, etc.
• Excellent written and oral communication skills in fluent written and spoken English.
• Proven ability to engage guests at all levels.

Location

• San Francisco

Work Type

• Overnight shifts

Experience Level

• Preferred: Previous luxury hotel experience
• Preferred: Previous Front Office experience

Salary/Compensations

• $37.57

About the Company

• Omni San Francisco Hotel offers a refined escape for both leisure and business travelers.
• Located in the heart of the Financial District, just moments from Union Square, the Embarcadero, and the city’s most celebrated attractions, our four-star hotel seamlessly blends timeless luxury with contemporary style.
• We are equally dedicated to creating a culture of warmth, respect, and growth—where associates are empowered to deliver exceptional service, create memorable moments for our guests, and grow personally and professionally as part of a team that takes pride in genuine hospitality.
• Discover a destination where classic elegance meets modern convenience — and every stay feels uniquely San Francisco.

Equal Opportunity

• Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
• Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer.
• Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.