Front Desk Agent

Makeready LLC•Houston, TX

9h•Onsite

About The Position

The Front Desk Agent has a natural ability to brighten a room and create a warm, welcoming atmosphere from the moment a guest arrives. Approachable, attentive, and genuinely caring, this individual connects with guests in a meaningful way and helps create personalized experiences throughout their stay. As one of the first and last points of contact for the hotel, the Front Desk Agent is responsible for creating a seamless arrival and departure experience while serving as a knowledgeable resource for the property and surrounding community. Their goal is to welcome guests, anticipate their needs, and encourage discovery of both the hotel and the local scene.

Requirements

Previous Front Desk, Guest Services, hospitality, customer service experience preferred.
Approachable, personable, and naturally welcoming demeanor.
Genuine passion for creating memorable guest experiences.
Patient and understanding when responding to guest needs, concerns, and requests.
Strong attention to detail and commitment to accuracy.
Demonstrated sense of urgency with the ability to prioritize and resolve requests efficiently.
Strong verbal and written communication skills.
Ability to remain calm, professional, and solution-oriented in a fast-paced environment.
Ability to build rapport with guests and confidently provide personalized recommendations.
Strong organizational skills with the ability to manage multiple responsibilities simultaneously.
Comfortable using computers and learning property management, reservation, and payment systems.
Ability to work collaboratively with team members across multiple departments.
Ability to work a flexible schedule, including early mornings, evenings, weekends, and holidays based on business needs.

Responsibilities

Warmly welcome guests upon arrival and create a positive first impression of the hotel.
Complete all guest check-in and check-out procedures accurately and efficiently.
Assign guest rooms based on reservations, preferences, availability, and property standards.
Review room rates, accommodations, amenities, hotel services, and relevant property information during the check-in process.
Verify payment methods, obtain proper authorization, and ensure credit card information is accurately maintained in accordance with established procedures.
Respond to guest questions, requests, and concerns in a timely, professional, and thoughtful manner.
Anticipate guest needs and provide personalized recommendations for hotel experiences, dining, entertainment, and local attractions.
Maintain a strong knowledge of the property, surrounding neighborhood, and local area in order to confidently assist guests.
Answer incoming calls and assist with guest inquiries, requests, and general hotel information.
Coordinate with Housekeeping, Engineering, Food + Beverage, Security, and other departments to ensure guest needs are addressed efficiently.
Accurately maintain guest profiles, preferences, notes, and reservation information within the property management system.
Monitor room status and communicate effectively with operational departments to support guest arrivals and departures.
Handle guest concerns with patience, professionalism, and sound judgment, escalating issues to leadership when appropriate.
Support the resolution of billing questions, folio discrepancies, room concerns, and other guest-related matters.