Guest Experience Agent - Front Desk & Growth

Northland Properties; Irving (TX); On-site; USD 39,000 - 47,000; Full time

Benefits offered by this job

Rewards & Recognition

Free Parking

Discounted Hotel Stays for Team Member

Growth Opportunities- Career Advantage

Dedicated Training Program

Employee Assistance Program (EAP)-Free

Refer a friend or family and earn

Preferred Rates for Dallas Stars NHL

Group Life Insurance, Extended Health,

Complimentary Stays

Milestone Rewards

Job summary

The Sandman Hotel Group in Irving is seeking a Guest Service Agent to be the face of our hotels, delivering warm, welcoming service and handling check-ins/outs with a smile. You’ll manage phone, email, and in-person inquiries, arrange transportation, and provide information to guests and partners.

Ideal candidates bring 1 year front desk experience, strong communication, conflict-resolution skills, and proficiency with Opera/Opera Cloud. We offer a competitive package and growth opportunities.

Qualifications

• Completion of a two-year apprenticeship program in front desk operations or hotel management preferred.
• 1 year of experience as a Hotel Front Desk Clerk preferred.
• Experience in all aspects of customer service and people management.
• Strong working knowledge of accounting practices and principles.
• Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions.
• Exceptional conflict resolution, negotiation, and objection handling skills.
• Able to effectively communicate both verbally and in writing.
• High level of proficiency Opera/Opera Cloud.

Responsibilities

• To provide a warm, welcoming and friendly environment.
• Responsible for checking guests in and out of the Hotel.
• Luggage assistance.
• Issues room keys, pamphlets, discount cards, etc.
• Answers various questions from guests and arranges transportation for guests.
• Respond to telephone, e-mail, and in-person inquiries from clients, business partners, and other parties.
• Book telephone reservations.
• Computes bills, collects payment and makes change for guests.
• Count and verify cash, shift activity, keys, gift certificates, and wireless internet cards with departing shift.
• Print updated in-house, arrival, departure, and room status reports every two hours.
• Check all unresolved departures.
• Ensure front desk is stocked with any items guests may require before housekeeping leaves for the day.
• Write all wake-up call requests on specified form and enter on switchboard.
• Complete welcome calls.
• Clean and tidy front desk area.
• Refer all inquiries to the appropriate individuals, divisions, or departments across the organization.
• As a front-line worker, present a positive and professional image of the organization to all visitors, suppliers, inquiries, and other interactions.
• Provide information to staff and/or clients about special activities.
• Observe and report any security issues to the Manager.

Skills

Excellent customer relations

Time-management

Adaptable to change

Exceed guest expectations

Education

Two-year apprenticeship in front desk operations or hotel management

Tools

Opera/Opera Cloud

Job description

The Sandman Hotel Group in Irving is seeking a Guest Service Agent to be the face of our hotels, delivering warm, welcoming service and handling check-ins/outs with a smile. You’ll manage phone, email, and in-person inquiries, arrange transportation, and provide information to guests and partners.

Ideal candidates bring 1 year front desk experience, strong communication, conflict-resolution skills, and proficiency with Opera/Opera Cloud. We offer a competitive package and growth opportunities.