Front Desk Agent - DoubleTree Midland West

Coury Hospitality•Midland, TX

23h

About The Position

The Front Desk Agent is a highly visible role with a direct impact on the guest experience. The agent welcomes and accommodates guests, visitors, and staff in a warm and courteous manner; oversees guest registration and checkout; promotes hotel services and amenities; and provides helpful information. The role requires a strong commitment to guest satisfaction and the ability to work effectively in a fast-paced environment. The agent supports guest service throughout the stay, including setting up accurate guest accounts, accommodating room changes, answering questions, assisting with special requests, and responding to guest concerns. The position also involves settling accounts, processing payments, following accounting and cash-handling procedures, maintaining key control and confidentiality, and helping uphold safety and security procedures. The agent works cooperatively with front office, administration, and other hotel teams and performs other duties as assigned.

Requirements

Ability to communicate clearly and pleasantly in spoken and written English, in person and by telephone.
Strong customer-relations skills and commitment to guest satisfaction.
Ability to work comfortably with the public and handle guests who are angry or upset.
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 and attend to more than one task at a time.
Knowledge of hotel facilities and features and of the surrounding area and communities.
Ability to maintain excellent attendance and punctuality.
Must be able to stand for long periods of time.

Nice To Haves

Customer service experience preferred.

Responsibilities

Welcome guests, visitors, and staff in a friendly, professional manner and provide prompt assistance.
Register guests with advance reservations and assist visitors seeking accommodations.
Set up accurate guest accounts according to guest preferences and accommodate room changes promptly.
Maintain knowledge of hotel rates and promotions, room types, services, amenities, restaurant offerings and hours, and the hotel's historical significance.
Provide information about city attractions, community events, and nearby areas of interest.
Help resolve guest issues and respond to special requests; report service failures to Management and implement appropriate service recovery responses.
Settle guest accounts at checkout, process payments, and follow accounting procedures and cash-handling policies.
Respond courteously and accurately to questions from guests, visitors, and coworkers.
Maintain proper key control and follow security measures and safety procedures, including emergency and fire evacuation protocols.
Work cooperatively with front office and administration staff, including Valets, Bellman, Sales, and Accounting; communicate pertinent guest information to designated departments and personnel.
Handle lost and found items properly.
Report accidents, injuries, unsafe conditions, and maintenance issues to Management and 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.