Front Desk Agent

AT&T Hotel and Conference Center; Austin (TX); On-site; USD 32,000 - 43,000; Full time

Benefits offered by this job

Paid Vacation Days

Annual Merit Increases

13 Paid Holidays

Ride the Bus for Free with UT ProxCard

Free Daily Shift Meals

Lockers & Locker Rooms with Showers

Discounted UT Parking

Discount Gift Shop offerings

Referral Bonus

Job summary

AT&T Hotel and Conference Center on the UT Austin campus is seeking a full-time Front Desk Agent. You will greet guests, check them in and out, and provide prompt, courteous service while upselling hotel amenities.

You will answer calls, handle guest requests, resolve issues, and coordinate with other hotel staff. Proficiency with OPERA and basic computer tasks will help ensure accurate guest accounts and a smooth stay.

Qualifications

• High School diploma or equivalent preferred; college degree is a plus.
• 1–2 years of guest service experience is preferred.
• OPERA operating system experience is preferred.
• Proficient with basic computer systems and POS capabilities.

Responsibilities

• Greet and register guests, ensuring prompt, courteous service.
• Assist guests with check-in/check-out and process payments.
• Upsell hotel services and amenities to guests.
• Answer calls, direct inquiries, and relay messages to appropriate staff.
• Handle guest issues calmly and resolve problems to ensure satisfaction.

Skills

Customer service

Effective communication

English proficiency

Education

High School diploma or equivalent

College degree preferred

Tools

OPERA

Job description

Come join our Front Office team as a full-time Front Desk Agent! We are AT&T Hotel and Conference Center located in the heart of UT Campus, Hook 'em!

Responsibilities & Position Purpose

Greets and registers guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel. Promotes hotel services, amenities and upsells products to the guests. Answers hotel telephone and directs calls to appropriate extension or room. Clearly communicates with guests regarding hotel information and emergencies.

Essential Functions

• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirms the room number and rate. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest
• Ensures rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guests with check out payments or charges. Accepts and records vouchers, credit, traveler’s checks, and other forms of payment.
• Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens to and understands requests, responds with appropriate action and provides accurate information such on outlet hours, special VIP programs, events, etc
• Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions
• Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested
• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy hotel activity. Plans and implements detailed steps by using experienced judgment and discretion.
• Answers calls originating from external and internal sources. Directs caller to appropriate extension or room. Verifies last name of guest for all room calls. Assists guests with directions or other required information. Directs hotel staff to assist guests, upon request. Communicates to callers in a clear and concise manner. Inputs/writes messages using proper grammar and spelling. Verifies names and telephone numbers.
• Properly handles all incoming urgent matters or emergencies for the guests and hotel. Works with hotel management and/or security in order to calmly direct appropriate action. Appropriately documents all emergencies.

Supportive Functions

• Attempts to communicate with guest in guest's native language, if applicable.
• Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Summons Bell services team members to escort guests to/from their rooms as appropriate.
• Operate various office machines.

Other Duties

Assimilate into The FLIK culture through understanding, supporting and participating in all elements of Platinum Service. Demonstrate working knowledge of the service standards.

Front Desk Agent

Regular attendance in conformance with the standards, which may be established by Compass/Flik from time to time, is essential to the successful performance of this position.

Specific Job Knowledge, Skill and Ability

• Considerable skill in the use of a calculator to perform moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Ability to read, listen and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.

Qualification

STANDARDS EDUCATION: High School graduate or equivalent preferred. 2 or 4 year college degree preferred.

Experience, Licenses Or Certificates

1 - 2 years of prior guest service experience are preferred but not required. Prior hospitality experience also preferred.

OPERA Operating System Previous Experience Highly Preferred

OPERA operating system experience is highly preferred.

Benefits

• Paid Vacation Days (after 90 days of employment)
• Annual Merit Increases
• 13 Paid Holidays (after 90 days of employment)
• Ride the Bus for Free with UT Proximity Card
• Free Daily Shift Meals- yum!
• Lockers & Locker Rooms with Showers
• Discounted Monthly UT Garage Parking at Rowling Hall Garage (for non-UT students)
• Discount Gift Shop offerings
• Referral Bonus $

We are owned by UT Austin and managed by Compass Group North America, a diversity growth-oriented organization. Our goal is to improve the quality of work life by using fair and consistent treatment and providing equal growth opportunities for ALL associates. EOE & AA Employer M/F/D/V. AT&T Hotel and Conference Center participates in E-Verify. Applicants must have valid and legal work authorization in the United States.