Front Desk Agent 3PM-11PM

Hampton Inn Colony•The Colony, TX

About The Position

The Front Desk Agent greets guests courteously and efficiently, responds to inquiries, checks guests in and out, and reserves rooms. The role provides outstanding customer service, handles reservations and guest concerns, allocates rooms according to guest preferences and requests, processes billing and payments, and coordinates with other hotel departments. The agent follows guest check-in and security procedures, reports suspicious activity, and assists other departments during busy periods. A pre-employment background check is required.

Requirements

Experience in customer service, forward-facing, or other guest-related positions.
Proficiency in Microsoft 365 or similar computer applications.
Minimum high school diploma, GED, or equivalent.
Ability to complete a pre-employment background check.

Nice To Haves

Experience in the hospitality industry, including hotels, restaurants, or similar settings and roles.

Responsibilities

Ensure outstanding customer service at all times.
Maintain a friendly, professional, cheerful, and courteous demeanor.
Answer inquiries from potential guests and accept hotel reservations accurately.
Resolve guest problems and complaints efficiently and with urgency.
Respond promptly to telephone and in-person inquiries about reservations, hotel information, and guest concerns.
Use suggestive selling techniques to sell room nights and increase occupancy and revenue.
Allocate rooms to expected arrivals based on guest preferences and special requests.
Build strong relationships and coordinate with departments such as housekeeping and maintenance.
Handle guest phone calls, wake-up calls, and messages promptly, efficiently, and professionally.
Cross-check billing instructions to ensure they are updated correctly.
Handle group arrivals and pre-register guests.
Ensure payments are made or on file and group billing is routed correctly.
Complete cash transactions and maintain responsibility for a personal bank.
Read and update the front desk log, whether in a book or system.
Follow guest check-in and security procedures and report suspicious activity to security, a manager, or the manager on duty.
Assist other departments in serving guests, especially during high-volume periods.
Attend meetings as required.