Front Desk Agent, Full Time- Hotel Mockingbird

Coury Hospitality•Dallas, TX

5d•Onsite

About The Position

Hotel Mockingbird, located in Dallas’ Park Cities neighborhood, offers a unique hospitality experience blending timeless character with a fresh, spirited approach. The hotel features thoughtfully layered design, a vibrant social energy, and dynamic dining and bar experiences, aiming to create memorable guest experiences. The Front Desk Agent plays a highly visible role, directly impacting the guest experience by welcoming and accommodating guests, visitors, and staff, overseeing registration and check-out, promoting hotel services, and providing essential information.

Requirements

Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-curators, both in person and by telephone.
Strong customer-relations skills with a total commitment to guest satisfaction. Must be a "people-person" who thrives on public contact.
Ability to deal with guests when they are angry or upset.
Professional appearance and demeanor.
Knowledge of computer keyboard and printer operation. Ability to accurately and efficiently input information into computer systems.
Previous cashier experience/ Basic accounting skills.
Ability to work quickly and thoroughly when 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 area and surrounding communities.

Nice To Haves

Customer Service experience preferred.

Responsibilities

Perform all duties toward the goal of maximizing guest service, with a true desire to satisfy the needs and desires of guests and others in a fast-paced environment.
Greet all guests and visitors in a friendly, professional manner, giving proper eye contact and prompt attention. Be alert for guests or visitors needing assistance and be ready to help.
Greet guests with advance reservations and register them efficiently and pleasantly. Greet visitors seeking accommodations and attempt to meet their needs.
Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.).
Accommodate room changes expediently.
Ensure a high level of knowledge of the hotel, including rates, promotions, room types, services, amenities, restaurant offerings, hours of operation, and historical significance.
Acquaint guests with city attractions, community events, and nearby areas of interest.
Help resolve guest issues and respond to special requests. Listen empathetically to service failures, report issues to Management, and implement appropriate service recovery responses.
Settle guest accounts upon check-out and process forms of payment, accurately following accounting procedures and cash handling policies.
Respond to all questions from guests, visitors, or coworkers courteously, pleasantly, and with accurate, helpful information.
Responsible for proper key control and other security measures.
Participate in safety/security training and maintain knowledge of all safety procedures, including life safety, emergency/fire evacuation, and other protocols.
Work closely and cooperatively with other front office and administration staff, including Valets, Bellman, Sales, and Accounting. Exemplify strong teamwork and treat all co-curators with professional respect.
Communicate pertinent guest information to designated departments/personnel (e.g., special requests, amenity delivery).
Properly handle lost and found items.
Report accidents, injuries, and any unsafe conditions to Management and Maintenance.
Report all maintenance issues for guest satisfaction.
Report to work wearing the required uniform and meeting professional grooming standards.
Maintain confidentiality of all guests and hotel information.
Perform other duties as assigned.
Actively participate in ongoing training.