Front Desk Agent- Renaissance Waterford OKC

Coury Hospitality•Oklahoma City, OK

9d•Onsite

About The Position

Renaissance Waterford OKC is hiring for a Front Desk Agent. This role is crucial for creating a positive guest experience from the moment they arrive. The Front Desk Agent is responsible for providing a warm welcome, genuine connection, and thoughtful service, ensuring every guest feels seen, valued, and cared for. This position requires a deep understanding of the hotel, local community, and the ability to assist guests with inquiries and concerns to create "UNMATCHED MOMENTS."

Requirements

Ability to clearly and professionally communicate in English, both verbally and in writing.
Strong customer service and interpersonal skills.
Ability to accurately and efficiently enter information into computer systems.
Ability to learn and communicate knowledge of hotel facilities, services, amenities, rates, promotions, and local attractions.
Ability to handle multiple tasks and priorities in a fast-paced environment.
Ability to remain professional and solution-oriented when handling guest concerns.
Ability to follow cash-handling, accounting, security, safety, and confidentiality procedures.
Ability to maintain excellent attendance and punctuality.
Ability to work flexible schedules, including weekends and holidays, based on business needs.
Previous customer service experience preferred.
Previous hotel or hospitality experience preferred.
Previous Front Desk or cashier experience preferred.
Basic accounting and cash-handling knowledge preferred.

Responsibilities

Welcoming guests and visitors with genuine warmth, professionalism, eye contact, and prompt attention.
Creating a smooth and personalized arrival and departure experience for every guest.
Registering guests with advance reservations efficiently and accurately while ensuring their preferences are properly reflected in their accounts.
Assisting guests looking for accommodations and helping identify the best options to meet their needs.
Setting up accurate guest accounts, including room type, payment method, and other preferences.
Processing room changes quickly and thoughtfully when a guest's needs change.
Sharing knowledge of the hotel, including room types, layouts, rates, promotions, amenities, restaurant offerings, and hours of operation.
Sharing recommendations for local attractions, community events, restaurants, and other areas of interest.
Responding to guest questions and requests with accurate, helpful, and friendly information.
Listening to guest concerns with empathy and helping resolve issues in a way that restores guest satisfaction.
Escalating service concerns to Management appropriately and participating in thoughtful service recovery.
Processing guest check-outs, settling accounts, and accurately handling payments according to accounting and cash-handling procedures.
Communicating important guest information to other departments, including special requests, amenities, and service needs.
Working closely with Valet, Bell, Sales, Accounting, and other hotel teams to create a seamless guest experience.
Maintaining proper key control, protecting guest information, and following all hotel security procedures.
Handling lost and found items appropriately and ensuring they are documented and secured according to hotel procedures.
Reporting maintenance issues, accidents, injuries, and unsafe conditions promptly.
Participating in ongoing training and continuously looking for ways to strengthen knowledge and service skills.