Front Desk Agent

Embassy Suites by Hilton; Houston (TX); On-site; USD 28,000 - 42,000; Full time

Job summary

Embassy Suites by Hilton in Houston, TX seeks a Front Desk Agent to greet and check in guests, register reservations, and provide attentive service throughout the stay. You will handle guest inquiries, assist with concierge duties, and manage checkout while maximizing occupancy and revenue.

The role requires a friendly, detail-oriented approach, ability to multi-task, and a willingness to work varied shifts including evenings and weekends. Prior hotel experience is preferred.

Qualifications

• High School diploma or equivalent required; college coursework helpful.
• Experience in a hotel or related field preferred.
• Positive, upbeat personality with strong customer service focus.
• Ability to multi-task, stay detail-oriented and solve problems.
• Clear communication and basic arithmetic are required.
• Ability to work varied shifts including evenings, nights, weekends and holidays.
• Familiarity with hotel products and guest services beneficial.
• Willingness to participate in creating an enjoyable work environment.

Responsibilities

• Approach all encounters with guests and associates in a friendly, service-oriented manner.
• Maintain high standards of personal appearance and grooming; wear brand uniform.
• Maintain regular attendance per hotel scheduling needs.
• Comply with Avion Hospitality policies and engage in safe operations.
• Greet and welcome guests at the Front Desk; maintain warmth and professionalism.
• Operate telephone switchboard; meet performance standards.
• Handle information requests, mail and messages efficiently.
• Answer guest inquiries about services, facilities and hours.
• Provide information on restaurants, transportation, and local attractions.
• Communicate effectively with other departments and team members.
• Be familiar with rates, packages and promotions; know group codes and dates.
• Collect guest information for room reservations and quote rates accordingly.
• Know Avion Hospitality policies and house rules; assist in emergencies.
• Process check-ins and check-outs in a courteous manner.
• Operate front desk computer system; log and deliver packages as required.
• Use two-way radio etiquette when communicating with staff.
• Deliver guest items and assist with special requests.
• Maintain knowledge of property amenities and local events.

Skills

Customer service

Multi-tasking

Problem solving

Communication

Financial data basics

Microsoft Office

Education

High School diploma

College coursework helpful

Experience in hotel or related field preferred

Positive upbeat personality

Tools

Front Desk software

Microsoft Office

Job description

Description

Job Summary

Front Desk Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay. Primary responsibilities include registering guests, making and modifying reservations, hotel operator, and concierge duties. Providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

Education & Experience

• High School diploma or equivalent required; College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Demonstrate the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying and dividing
• Ability to read, comprehend and write simple instructions and/or short correspondence and memos
• Ability to use logic to define the problem, collect information, establish facts, draw valid conclusions, interpret information and deal with abstract variables for unique or unfamiliar situations
• An operational knowledge of Microsoft Office suite
• Must be willing and have the ability to work a varied schedule that may include evenings, nights, weekends and holidays
• Holds an understanding of hotel products and guest services (i.e. lifestyle, full service, resort, etc)
• Ability to participate in the creation of an enjoyable work environment

Requirements

Job Duties & Functions

• Approach all encounters with guests and associates in a friendly, service-oriented manner.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards).
• Maintain regular attendance in compliance with Avion Hospitality standards, as required by scheduling which will vary according to the needs of the hotel.
• Comply at all times with Avion Hospitality policies, standards and regulations to encourage safe and efficient hotel operations.
• Greet and welcome all guests approaching the Front Desk in accordance with Avion Hospitality standards; maintain a friendly and warm demeanor at all times.
• Maintain proper operation of the telephone switchboard and ensure that all Avion Hospitality performance standards are met.
• Handle requests for information, mail and messages in an efficient and courteous manner.
• Answer guest inquires about hotel service, facilities and hours of operation.
• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Establish and maintain good communications and team work with fellow associates and other departments within the hotel.
• Be aware of all rates, packages and special promotions; Be familiar with all in house groups; Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow rate quoting scenario.
• Be familiar with all Avion Hospitality policies and house rules as well as hospitality terminology.
• Have knowledge of and assist in emergency procedures as required.
• Handle check-ins and check-outs in a friendly, efficient and courteous manner.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Ensure logging and delivery of packages, mail and messages as needed to guests and meeting rooms.
• Use proper two-way radio etiquette at all times when communicating with other associates.
• As needed, deliver guest items such as luggage, newspapers, messages, packages, amenities, or other items requested by guests or team members
• Maintain an up to date working knowledge of all property amenities as well as any special events, local area attractions and things to do around the hotel.
• Perform other duties as assigned, which may include, but is not limited to the following: helping coworkers in other areas of the hotel, maintaining a clean and organized work area and overall cleanliness and safety throughout the hotel and grounds