Front Desk Agent PM - Courtyard Fort Worth Alliance

Coury Hospitality•Fort Worth, TX

About The Position

The Front Desk Agent is a highly visible role that directly contributes to 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 position works in a fast-paced environment and requires operating a shuttle to and from AFW and the hotel. The agent also works closely with front office and administrative staff 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; enjoys public contact.
Ability to 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 multiple tasks.
Knowledge of hotel facilities and features and the surrounding area and communities.
Ability to maintain excellent attendance and punctuality.
Valid driver's license.

Nice To Haves

Customer service experience preferred.

Responsibilities

Provide attentive, professional guest service and work to maximize guest satisfaction.
Operate the shuttle to and from AFW and the hotel.
Greet guests and visitors promptly and courteously, identify when they may need assistance, and provide help.
Register guests with advance reservations and assist visitors seeking accommodations.
Set up accurate guest accounts according to preferences and expedite room changes.
Maintain knowledge of hotel rates, promotions, room types and layouts, services, amenities, restaurant offerings and hours, and the hotel's historical significance.
Provide 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 carry out appropriate service recovery.
Settle guest accounts at checkout, process payments, and follow accounting procedures and cash-handling policies.
Answer questions from guests, visitors, and coworkers courteously and provide accurate, helpful information.
Maintain proper key control and follow security measures and safety procedures, including life-safety and emergency/fire evacuation protocols.
Cooperate with front office and administrative colleagues, including Valets, Bellman, Sales, and Accounting; communicate pertinent guest information 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, meet professional grooming standards, and maintain confidentiality of guest and hotel information.
Participate in ongoing training and perform other duties as assigned.