Front Desk Agent - DoubleTree Midland West

Coury Hospitality•Midland, TX

20h

About The Position

The Front Desk Agent is a highly visible role that directly contributes to the guest experience. The agent welcomes and assists guests, visitors, and staff in a warm, courteous, and professional manner; oversees guest registration and check-out; promotes hotel services and amenities; and provides helpful information. The role requires a strong commitment to guest satisfaction, sound judgment when handling guest concerns, and the ability to work efficiently in a fast-paced environment.

Requirements

Ability to communicate clearly and pleasantly in spoken and written English with guests, management, and coworkers, in person and by telephone.
Strong customer-relations skills and commitment to guest satisfaction.
Ability to handle public contact and respond appropriately to angry or upset guests.
Professional appearance and demeanor.
Knowledge of computer keyboard and printer operation and 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.
Knowledge of hotel facilities and features.
Ability to attend to multiple tasks at once.
Ability to maintain excellent attendance and punctuality.
Knowledge of the area and surrounding communities.
Must be able to stand for long periods of time.

Nice To Haves

Customer service experience preferred.

Responsibilities

Provide prompt, friendly, and professional attention to guests and visitors, identifying when they may need assistance.
Register guests with advance reservations and assist visitors seeking accommodations.
Create accurate guest accounts based on preferences such as room type and payment method.
Expedite guest room changes.
Maintain knowledge of hotel rates and promotions, room types and layouts, services and amenities, restaurant offerings and hours, and the hotel's historical significance.
Inform guests about city attractions, community events, and nearby points of interest.
Help resolve guest issues and respond to special requests; report service failures to Management and implement appropriate service recovery.
Settle guest accounts at check-out, process payments, and follow accounting procedures and cash-handling policies.
Answer questions from guests, visitors, and coworkers courteously and provide accurate, helpful information.
Maintain proper key control and follow other security measures.
Participate in safety and security training and maintain knowledge of life-safety, emergency and fire-evacuation procedures.
Work cooperatively with front office and administration staff, including Valets, Bellman, Sales, and Accounting.
Communicate pertinent guest information, such as special requests and amenity deliveries, to designated departments or personnel.
Handle lost-and-found items properly.
Report accidents, injuries, unsafe conditions, and maintenance issues to Management or Maintenance, as appropriate.
Meet uniform and professional grooming standards.
Maintain confidentiality of guest and hotel information.
Perform other duties as assigned and actively participate in ongoing training.