Front Desk Agent PM - Courtyard Fort Worth Alliance

Coury Hospitality•Fort Worth, TX

21h

About The Position

The Front Desk Agent is a highly visible member of the Front Office team who directly contributes to the guest experience. The role welcomes and accommodates guests, visitors, and staff; oversees guest registration and check-out; promotes hotel services and amenities; and provides helpful information. The agent is expected to maximize guest service, maintain accurate guest accounts, respond to requests and concerns, and work cooperatively with other hotel departments. The position also requires operating the shuttle between AFW and the hotel.

Requirements

Ability to communicate clearly and pleasantly in spoken and written English with guests, management, and coworkers, in person and by telephone.
Strong customer-relations skills and commitment to guest satisfaction.
Ability to thrive in public-facing work 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.
Knowledge of hotel facilities and features.
Ability to manage more than one task at a time.
Ability to maintain excellent attendance and punctuality.
Valid driver's license.
Knowledge of the area and surrounding communities.

Nice To Haves

Customer service experience is preferred.

Responsibilities

Welcome guests, visitors, and staff warmly and professionally, providing prompt attention and assistance.
Register guests with advance reservations and assist visitors seeking accommodations.
Set up accurate guest accounts according to guest preferences, including room type and payment.
Accommodate room changes promptly.
Maintain knowledge of hotel rates, promotions, room types, services, amenities, restaurant offerings and hours, and historical significance.
Provide guests with information about city attractions, community events, and nearby areas of interest.
Resolve guest issues and respond to special requests; report service failures to Management and implement appropriate service recovery.
Settle guest accounts at check-out and process payments in accordance with 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.
Participate in safety and security training and maintain knowledge of 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, such as 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.
Operate the shuttle to and from AFW and the hotel.