Front Desk Agent

AccorHotel • Dallas, TX

5d • Hybrid

About The Position

This hybrid role combines Front Desk responsibilities with Royal Service Agent functions, actively flexing between guest check-in/check-out, PBX call handling, SMS/email messaging, service dispatch, and telephone concierge support based on business demands and peak activity. The role facilitates guest arrivals and departures courteously and efficiently while serving as a primary point of contact for guest inquiries, payment processing, and communications.

Requirements

• High school graduate or equivalent vocational training certificate.
• Computer literate in Microsoft Windows and Office Applications.
• Knowledge of Opera Property Management System (PMS) and PBX / telephone switchboard operating systems.
• Fluency in English (verbal and written).
• Ability to suggestively sell and up-sell hotel services, packages, and In-Room Dining options.
• Ability to perform job functions with attention to detail, speed, and accuracy.
• Ability to prioritize, organize, remain calm, and resolve problems/complaints using sound judgment in a fast-paced environment.
• Ability to work cohesively as part of a team with minimal supervision.
• Ability to maintain confidentiality of guest information and pertinent hotel data.

Nice To Haves

• Previous experience as a Front Desk Agent, Royal Service Agent, or Guest Relations role in a luxury hospitality environment.
• Second language fluency (preferably Spanish).

Responsibilities

• Process guest registrations, check-ins, check-outs, and room assignments efficiently and courteously.
• Coordinate guest room billing, settle guest accounts, and strictly adhere to all cashiering and credit procedures.
• Block rooms in the PMS computer system and follow through on designated guest requirements or special requests.
• Communicate hotel services, amenities, outlets, and promotions clearly to arriving and departing guests.
• Serve as telephone concierge, answering internal and external phone calls promptly using established hotel etiquette.
• Process, log, and distribute incoming guest communications via email and digital messaging platforms (e.g., Kipsu) in a timely manner.
• Receive, log, dispatch, and champion completion of guest requests using Royal Service management software, following up to guarantee satisfaction.
• Handle In-Room Dining (IRD) order calls, practice suggestive selling/up-selling, and coordinate directly with IRD and culinary teams for prompt delivery.
• Transition dynamically between Front Desk operations and Royal Service dispatch during scheduled times or peak activity periods.
• Anticipate guest needs, respond promptly, and acknowledge all guests warmly across all operational channels.
• Own and resolve guest complaints and conflicts promptly, ensuring proper documentation and complete service recovery.
• Build guest loyalty through personalized service, active brand loyalty program participation, and attention to guest preferences.
• Enter, update, confirm, and process room reservations, cancellations, and date changes in accordance with reservation policies.
• Enter group rooming lists as directed and liaise with Sales and Conference Services as required.
• Generate, print, and distribute daily and weekly operational reports.
• Assist with folio requests, billing inquiries, and basic account corrections.
• Maintain complete knowledge of departmental policies, service standards, and emergency procedures (including emergency services dispatch).
• Maintain cleanliness, sanitation, setup, and organization of assigned work areas (Front Desk and Royal Service Office).
• Assist other Front Office departments and perform any other job-related duties as assigned by management.

Benefits

• Paid time off
• Medical, Dental and Vision Insurance
• 401K
• Complimentary Shift Meal
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academy designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities, such as Planet 21
• Career development opportunities with national and international promotion opportunities
• Eligible performance based bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED