Front Desk Agent

Aloft-Houston-By-the-Galleria; Houston (TX); On-site; USD 17,000 - 25,000; Full time

Job summary

Aloft Houston - By the Galleria is seeking a Front Desk Agent to greet and register guests, assist with check-out, and ensure an exceptional stay. The role emphasizes accurate information input, cash handling, and courteous English communication in a fast-paced hotel environment.

Responsibilities include processing reservations, balancing the house bank, and resolving guest concerns with professionalism, while adhering to safety and security procedures and maintaining a polished front desk area.

Qualifications

• High school diploma required; college preferred.
• Hospitality experience helpful but not required.
• Front Desk experience 6 months to 2 years is common but not required.
• Proficient calculator use and ability to perform moderately complex math.
• Ability to communicate clearly in English, both spoken and written.
• Ability to input information using a moderately complex computer system.

Responsibilities

• Greet guests warmly and register them efficiently.
• Input guest details and select rooms based on needs; issue electronic keys.
• Process payments, verify credit cards, and balance house accounts.
• Answer phone calls in English and relay messages to guests.
• Resolve guest issues following established guidelines and escalate when needed.
• Maintain a neat front desk area and assist other front desk staff as needed.

Skills

Customer service

English fluency

Communication

Cash handling

Computer literacy

Problem solving

Education

High school diploma

Tools

POS system

Calculator

Hotel software

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Front Desk Agent

Houston, TX, US

2 days ago Requisition ID: 8577

Job Description

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay, as well as ensuring the guest has an exceptional stay, to meet hotel’s high standards of quality.

ESSENTIAL JOB FUNCTIONS

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. Code electronic keys, certificates, and coupons as appropriate. Requires continual standing and movement throughout front office areas.
• Verify credit cards for authorization using electronic acceptance methods. Handle cash; make change and balance as assigned house bank. Accept and record vouchers, travelers’ checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Close guest accounts at the time of check out and ensure guest’s satisfaction. In the event of dissatisfaction, research and attempt to resolve problem within established guidelines, may include turning problem over to a supervisor.
• Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating and air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion. Keeps the corridors and service area neat at all times.
• Adheres to all company policies and procedures.
• Follows safety and security procedures and rules.
• Knows department fire prevention and emergency procedures.
• Reports unsafe conditions to supervisor/manager.
• Reports accidents, injuries, near-misses, property damage or loss to supervisor.
• Provides for a safe work environment by following all safety and security procedures and rules.
• All team members must maintain a neat, clean and well groomed appearance. (Specific standards outlined in team member handbook).
• Assists other Front Desk Personnel when need.
• Perform any related duties as requested by supervisor/manager.

KNOWLEDGE, SKILLS & ABILITIES

The Hotel may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below, when applicable

• Any combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred.
• Prior hospitality experience preferred, but not required.
• - Front Desk experience from 6 months to 2 years, but not required.
• Considerable skill in the use of a calculator and prepare 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 help resolve conflicts.
• Ability to read, listens, and communicates effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.

PHYSICAL DEMANDS

• Ability to stand and move throughout front office and continuously performs essential job functions.
• Stand 95% of shift
• Lifting up to 25 pounds maximum.
• Occasional twisting, bending, stooping, reaching, standing, walking.
• Frequent talking, hearing, seeing and smiling.