Front Desk Agent

The Woodlands Resort; The Woodlands, Northern (TX, KY); Hybrid; USD 17,000 - 24,000; Full time

Job summary

The Woodlands Resort is seeking a Front Desk/Guest Services Associate to deliver exceptional guest service at the front desk and switchboard. You will handle calls and guest requests with professionalism and efficiency in a fast-paced environment.

Key duties include greeting guests, routing inquiries, processing wake-up calls, and maintaining calm, clear communication. Strong verbal and written skills and solid computer abilities are required.

Qualifications

• Must communicate well with guests.
• Ability to patiently deal with associates and customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information.
• Ability to access and accurately input information using a moderately complex computer system with or without reasonable accommodation.
• Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other associates with or without reasonable accommodation.
• Effective verbal and written communication skills.
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Responsibilities

• Answer telephone calls promptly with a positive voice.
• Direct calls to the correct extension using the computer console.
• Transcribe messages and verify accuracy.
• Input and retrieve messages from the computer.
• Page guests and respond to emergencies and requests using radios.
• Act as dispatcher for security and guest services.
• Remain calm during emergencies and heavy hotel activity.
• Complete wake-up calls accurately and timely.
• Comply with attendance rules and perform other duties as assigned.

Skills

Clear communication

Customer service

Computer input

Confined spaces

Verbal communication

Adaptable communication

Job description

About Us

The Woodlands Resort, Curio Collection is the perfect retreat in the Houston Area, and only 2 miles away from The Woodlands Waterway. The resort is celebrating 50 years along with The Woodlands township. At HEI, we recognize that our enormous success is solely the result of our greatest asset: Our People. Where people work is a choice. Against that choice, our greatest obligation is to ensure day in and day out that our associates have the compensation and benefits they deserve and industry leading tools, training and support that they need to excel. At HEI, simply said, we honor the privilege of our associates choosing us by investing in and making them more valuable. Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. We value U.S. military experience and invite all qualified military candidates to apply. You may be the perfect candidate for this or for other roles within our organization!

Compensation

Salary Range: $15.00 - $15.00 Tipped/Service Charge Eligible? No Discretionary Performance Bonus Eligible? No

Overview

Support the Front Office in providing superior guest service by fielding all guest issues and requests received by telephone with the goal of addressing and resolving any problems in an efficient and timely manner.

Essential Duties and Responsibilities

Promptly answer telephone calls, greet callers with a positive and clear voice.

• Listen to ascertain the correct extension.
• Reading and using a moderately complex computer console, direct calls to appropriate line.
• Transcribe complete messages and repeat information to verify accuracy.
• Input and retrieve messages from the computer as requested.
• Read and verbally recite exact messages for guests.
• Receive wake up call information, input cautiously into the automated wake-up system and verbally confirm time to guest.
• Page guests and patrons using the public address system in a courteous and clear manner.
• Act as dispatcher for security, guest services and property operations associates.
• Provide timely information via paging system and two way radios to associates in response to emergencies and guest requests such as plumbing problems, airport shuttle service, etc.
• Briefly answer basic inquiries, time, extension numbers, outlet hours, etc.
• Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with established procedures.
• Initiate emergency response as necessary and legibly document pertinent details.
• Remain calm and polite especially during emergency situations or heavy hotel activity.
• Resolve complications and complaints such as missed wake up calls or missed messages using previous experience and good judgment.

Requires sitting in a confined space for long periods of time to continuously perform essential functions.

Comply with attendance rules and be available to work on a regular basis. Perform any other job related duties as assigned.

Qualifications and Skills

Must communicate well with guests.

Ability to effectively deal with associates and customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information.

Ability to access and accurately input information using a moderately complex computer system with or without reasonable accommodation.

Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other associates with or without reasonable accommodation.

Effective verbal and written communication skills.

Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed.

Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off.

HEI also provides pet insurance through the ASPCA.

For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans.

Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

HEI Hotels and Resorts is an equal opportunity employer.

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Additional Information

We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.