Front Desk Agent, Full Time- Hotel Mockingbird

Coury Hospitality•Dallas, TX

21d

About The Position

The Front Desk Agent is a highly visible member of the Front Office team with a direct impact on the guest experience. This role welcomes and accommodates guests, visitors, and staff in a warm and courteous manner; oversees guest registration and check-out; promotes hotel services and amenities; and provides helpful information. The position is based at Hotel Mockingbird in Dallas’ Park Cities neighborhood and reports to the Front Office Manager. The agent provides attentive, personalized service in a fast-paced environment, maintains knowledge of hotel offerings and local attractions, handles guest accounts and payments, responds to concerns and special requests, and coordinates with other departments. The role also supports hotel safety, security, confidentiality, training, and professional standards.

Requirements

Clearly and pleasantly communicate in English verbally and in writing, in person and by telephone.
Strong customer-relations skills and commitment to guest satisfaction; comfortable with frequent public contact.
Ability to deal with 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 more than one task at a time.
Ability to maintain excellent attendance and punctuality.
Knowledge of the area and surrounding communities.
Ability to stand for long periods of time.

Nice To Haves

Customer service experience is preferred.

Responsibilities

Welcome guests, visitors, and staff promptly and professionally, and offer assistance when needed.
Register guests with reservations and assist visitors seeking accommodations.
Set up accurate guest accounts according to guest preferences, including room type and payment arrangements.
Accommodate room changes efficiently.
Maintain knowledge of hotel rates, promotions, room types and layouts, services, amenities, restaurant offerings and hours, and the hotel’s historical significance.
Inform guests about city attractions, community events, and nearby areas of interest.
Resolve guest issues and respond to special requests; report service failures to Management and provide 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 information.
Maintain proper key control and follow security measures.
Participate in safety and security training and follow life-safety, emergency, fire-evacuation, and other safety procedures.
Work cooperatively with front office and administrative staff, including Valets, Bellman, Sales, and Accounting.
Communicate pertinent guest information, including 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.
Wear the required uniform and meet professional grooming standards.
Maintain confidentiality of guest and hotel information.
Participate in ongoing training and perform other duties as assigned.