Front Desk Agent, Full Time- Hotel Mockingbird

Coury Hospitality•Dallas, TX

19d

About The Position

The Front Desk Agent is a highly visible role with a direct impact on the guest experience. The agent welcomes and accommodates guests, visitors, and staff in a warm and courteous manner; oversees guest registration and checkout; promotes hotel services and amenities; and provides helpful information. The role requires a strong commitment to guest service in a fast-paced environment and cooperation with front office, administration, and other hotel teams.

Requirements

Clearly and pleasantly communicate in spoken and written English, in person and by telephone.
Strong customer-relations skills and commitment to guest satisfaction; enjoys public contact and can handle upset or angry guests.
Professional appearance and demeanor.
Knowledge of computer keyboard and printer operation, with the ability to enter information accurately and efficiently into computer systems.
Previous cashier experience or basic accounting skills.
Ability to work quickly and thoroughly under pressure and attend to multiple tasks at once.
Knowledge of hotel facilities and features, and of the local area and surrounding communities.
Ability to maintain excellent attendance and punctuality.
Ability to stand for long periods of time.

Nice To Haves

Customer service experience preferred.

Responsibilities

Welcome guests, visitors, and staff warmly and professionally, giving prompt attention and offering assistance.
Register guests with advance reservations and assist visitors seeking accommodations.
Set up accurate guest accounts according to preferences, accommodate room changes, and settle accounts at checkout.
Promote and provide accurate information about hotel rates, promotions, room types, services, amenities, restaurant offerings, and the hotel’s historical significance.
Inform guests about city attractions, community events, and nearby areas of interest.
Address guest issues and special requests; listen empathetically to service failures, promptly inform Management, and implement an appropriate service recovery response.
Process payments and follow accounting procedures and cash-handling policies.
Maintain proper key control and follow security measures and safety procedures, including life-safety and emergency/fire evacuation protocols.
Work cooperatively with front office and administration staff, including Valets, Bellman, Sales, and Accounting; communicate pertinent guest information to designated departments and personnel.
Handle lost-and-found items properly and report accidents, injuries, unsafe conditions, and maintenance issues to Management or Maintenance.
Maintain guest and hotel confidentiality; follow uniform and grooming standards; participate in ongoing training; and perform other duties as assigned.