Front Desk Agent

DRIFTWOOD HOSPITALITY MANAGEMENT•Houston, TX

About The Position

The Front Desk Agent greets and registers guests, provides prompt and courteous service, and closes out guest accounts at checkout. The role helps ensure guests have an exceptional stay that meets the hotel’s quality standards. The hotel operates 24 hours a day, seven days a week, so operational needs may require variations in shift days, start times, and hours worked per week. The agent handles guest registration, room assignments, electronic keys, payments, telephone calls, messages, and requests for mail and small packages. The role also addresses guest complaints and service problems, follows safety and security procedures, and maintains a neat front-office service area and professional appearance. The agent assists other front desk personnel and performs related duties as requested by a supervisor or manager.

Requirements

Education and experience equivalent to high school graduation, or another combination of education, training, or experience that provides the required knowledge, skills, and abilities.
Ability to use a calculator and perform moderately complex mathematical calculations accurately.
Ability to work effectively with internal and external customers, including exercising patience, tact, and diplomacy to defuse anger, collect accurate information, and help resolve conflicts.
Ability to read, listen, and communicate effectively in English, verbally and in writing.
Ability to access and accurately enter information using a moderately complex computer system.
Hearing and visual ability to observe and detect signs of emergency situations.
Ability to stand and move throughout front office areas and continuously perform essential job functions; standing for 95% of the shift.
Ability to lift up to 25 pounds.

Nice To Haves

High school diploma preferred.
Prior hospitality experience preferred, but not required.

Responsibilities

Greet guests warmly and provide accurate information about hotel outlets, local attractions, and other requests.
Complete guest registration and retrieve or enter information in the hotel computer system, confirm guest and room-rate details, and select rooms to meet guest needs.
Prepare electronic keys, certificates, and coupons as appropriate.
Verify and imprint credit cards for authorization; handle cash, make change, balance an assigned house bank, and accept and record vouchers, travelers’ checks, and other payments.
Perform moderately complex arithmetic calculations using a calculator.
Post charges to guest rooms and house accounts using the computer system.
Answer telephone calls promptly, enter messages into the computer, retrieve messages, and communicate them to guests.
Retrieve mail, small packages, and facsimiles for guests as requested.
Close guest accounts at checkout and ensure guest satisfaction.
Research and attempt to resolve guest dissatisfaction and complaints within established guidelines, escalating issues to a supervisor when appropriate.
Investigate and resolve guest concerns, including room-location changes, credit issues, price conflicts, and heating or air-conditioning problems.
Remain calm and alert during emergencies and periods of heavy hotel activity; plan and carry out detailed steps using judgment and discretion.
Keep corridors and service areas neat.
Follow company policies and safety and security procedures; know fire-prevention and emergency procedures, use protective equipment, and report unsafe conditions, accidents, injuries, near-misses, and property damage or loss.
Maintain a neat, clean, and well-groomed appearance in accordance with team-member standards.
Assist other front desk personnel as needed and perform related duties requested by a supervisor or manager.