Front Desk Agent

Crestline Hotels & Resorts; Houston (TX); On-site; USD 28,000 - 36,000; Full time

Job summary

Crestline Hotels & Resorts in Houston, TX is seeking a Front Desk Agent to assist guests with check-in and check-out, answer calls, and handle special requests according to hotel policies. You will verify registrations, process payments, and guide guests with expectations and amenities.

Maintain knowledge of services, rates, and daily operations, respond promptly to guest needs, and coordinate with housekeeping and other departments to ensure a seamless guest experience.

Qualifications

• High School Graduate or GED.
• One year previous experience in a similar position in a hotel.
• Basic computer skills required.

Responsibilities

• Resolve guest complaints, ensuring guest satisfaction.
• Assist guests with check-in and check-out, processing registrations and payments.
• Answer department telephone within 3 rings and greet guests professionally.
• Communicate guest needs to relevant departments and coordinate services.
• Maintain knowledge of hotel features, rates, packages, and daily operations.

Education

High School Diploma/GED

One year previous experience in a hotel

Basic computer skills

Tools

Basic computer skills

Job description

Overview

The Front Desk Agent is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.

Potential Career Paths

Front Desk Supervisor - Front Desk Manager - Front Office Manager - Operations Manager-Assistant General Manager - General Manager -Area Vice President of Operations

Key Duties & Responsibilities

• Resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge at all times of: a) all hotel features/services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities.
• Obtain assigned bank and ensure accuracy of contracted monies.
• Keep bank secure at all times.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Process all guest check-ins.
• Verify registration card information with the guest.
• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
• Direct Bell Person to escort guest and transport their luggage to the room.
• Handle overbooked or walked in guests.
• Accept and record wake-up call requests.
• Monitor, send and distribute guest faxes.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Resolve discrepancies on the room status report with Housekeeping.
• Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
• Process all check-outs.
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.

Education And Experience

• High School Graduate or General Education Degree (GED).
• One year previous experience in a similar position in a hotel.
• Basic computer skills required.

Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender, identity, or disability status.