Front Desk Agent

Hilton Garden Inn Greenville; Waco (TX); On-site; USD 26,000 - 36,000; Full time

Benefits offered by this job

Medical/Dental/Vision benefits

401K

generous PTO program

Job summary

Raines Co. is seeking a Front Desk Agent to warmly greet guests, manage check-in/check-out, and handle reservations with a courteous and efficient approach.

The role requires strong guest-service experience, a background in hospitality, and proficiency with Microsoft 365. You will work with multiple departments to ensure smooth operations and guest satisfaction, while contributing to a positive team culture and equal opportunity commitment.

Qualifications

• Experience in customer service, forward-facing, or other guest-related positions.
• Experience in the hospitality industry, hotels, restaurants or similar in various roles preferred.
• Proficient in Microsoft 365 or similar computer applications.

Responsibilities

• Greet guests in a courteous and efficient manner.
• Handle inquiries, check-in and check-out, and reserve rooms.
• Answer inquiries from potential guests and accept reservations.
• Resolve guest issues and complaints promptly and professionally.
• Respond to phone and in-person inquiries regarding reservations and hotel information.
• Upsell room nights to increase occupancy and revenue.
• Allocate rooms based on arrivals and guest requests.
• Collaborate with housekeeping, maintenance and other departments.
• Process billing and ensure accurate transactions and ledgers.

Skills

Customer service

Microsoft 365

Education

High school diploma or GED

Tools

Microsoft 365

Job description

Raines Co. - Your Future is Now!

Position Summary: The Front Desk Agent is responsible for greeting guests in a courteous and efficient manner, handling inquires, checking-in/out, and reserving rooms.

Established in 1988 as a family-owned business, we have grown into a fully integrated development, management, and investment company that develops, operates, and owns the world’s leading hotel brands as well as boutique hotels. Raines has maintained a family-oriented culture that believes in building relationships with our associates, with our partners and within the communities where we operate.

We offer comprehensive

• Medical/Dental/Vision benefits
• 401K
• generous PTO program

Essential Job Functions

• Ensures Outstanding customer service at all times
• Maintains a friendly, professional, cheerful, and courteous demeanor at all times
• Accurately answers inquiries from potential guests and accepts hotel reservations
• Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue
• Resolves customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
• Allocates rooms to expected arrivals after checking the guests preferences and special requests
• Builds strong relationships and coordinates with all other departments (housekeeping, maintenance, etc.)
• Ensures phone calls, wake up calls and messages for guests are handled in a prompt, efficient and professional manner
• Cross checks all billing instructions to ensure they are correctly updated
• Handles group arrivals and pre-registers each guest
• Ensures payments are made or on file for each guest and that billing is routed for groups correctly
• Completes cash transactions and maintains full responsibility for personal bank
• Ensures Front desk log (book or system) is read and updated
• Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD
• Assists all departments in servicing the guests especially during high volume periods
• Attends meetings as required

Experience and Education

Experience in customer service, forward-facing, or other guest-related positions

Experience in the hospitality industry, hotels, restaurants or similar in various roles preferred

Proficient in Microsoft 365 or similar computer applications

Minimum High school diploma, GED or equivalent

Raines is proud to be an Equal Opportunity Employer

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, genetic information or any other protected characteristic as outlined by federal, state, or local laws.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pre-employment background check required.

EEO/D/V