Home2 Suites Cultural District - Front Desk Agent

Lexima•Fort Worth, TX

About The Position

The Front Desk Agent provides attentive, courteous, and efficient service to guests before arrival and throughout their stay, while helping maximize suite revenue and occupancy. The position handles check-ins and check-outs, guest inquiries and concerns, reservations, suite inventory, guest deliveries, and front desk cash handling. The agent is expected to support guest satisfaction, follow brand and hotel policies, and contribute to safe and efficient hotel operations. The role requires familiarity with hotel amenities, services, rates, packages, promotions, groups, restricted dates, and emergency procedures. The agent operates the front desk computer system and radios, communicates professionally with guests and staff, maintains an organized front office, and participates in meetings and other functions as required by management.

Requirements

High school diploma or equivalent required.
Knowledge of accounting principles.
Experience handling cash, accounting procedures, and general administrative tasks.
Ability to assimilate complex information and data from disparate sources and adapt it to the needs of a particular situation.
Ability to anticipate, prevent, identify, and solve workplace problems.
Ability to work effectively in stressful, high-pressure situations and maintain composure and objectivity under pressure.
Effective listening skills and ability to understand, clarify, and resolve concerns raised by clients, guests, and co-workers.
Effective oral and written communication skills.
Availability to work weekends and holidays.
Valid driver’s license.
Fluency in English.
Ability to stand throughout the entire shift.
Ability to frequently stand, walk, sit, handle or feel objects, tools, or controls, reach, climb stairs, balance, stoop, kneel, crouch, crawl, talk, and hear.
Ability to occasionally lift and/or move up to 25 pounds.
Close, distance, color, peripheral, and depth vision, and ability to adjust focus.

Nice To Haves

A degree emphasizing Hotel Management, Hospitality Management, or a related field.
Previous hospitality experience.

Responsibilities

Provide attentive, courteous, and efficient service to guests before arrival and throughout their stay.
Handle guest check-ins and check-outs in a friendly, efficient, and courteous manner.
Respond to guest requests, problems, complaints, and accidents, and follow up to ensure guest satisfaction.
Answer guest inquiries about hotel services, amenities, and the surrounding area.
Arrange delivery of packages, mail, and messages to guests as needed.
Follow Lexima/brand credit policies and comply with brand standards and regulations.
Stay informed about rates, packages, special promotions, in-house groups, and closed-out or restricted dates.
Obtain necessary information when taking room reservations and follow rate-quoting guidelines.
Operate the relevant aspects of the front desk computer system.
Contribute to guest satisfaction survey results and perform consistently above average in the mystery call process.
Use appropriate telephone skills and brand selling guidelines during inquiry calls.
Follow up on wait-list reservations and manage suite inventory.
Complete the shift responsibility checklist and keep the front office area clean and organized.
Participate in employee meetings, events, and other functions required by management.
Learn and follow brand policies, hotel rules, terminology, amenities, and services.
Understand emergency procedures and assist when necessary.
Operate radios efficiently and professionally, using proper radio etiquette when communicating with hotel staff.
Handle cash accurately at the front desk.
Perform other duties as requested by management.