RWMOT - Front Desk Agent

Rosewood Hotel Group; Dallas (TX); On-site; USD 35,000 - 45,000; Full time

Job summary

Rosewood Hotel Group is seeking a diligent Front Desk Agent to deliver exceptional customer service. This role entails processing guest check-ins and check-outs, managing reservations, and addressing guest inquiries and complaints.

The ideal candidate will have a high school diploma and experience in a luxury hotel environment, emphasizing attention to detail and teamwork. Fluency in English is essential, while additional language skills are preferred.

The position also demands proficiency with computer systems and ability to maintain a positive guest experience.

Qualifications

• Previous experience as a Front Desk Agent in luxury hotels is preferred.
• Fluency in English is required; knowledge of other languages is a plus.

Responsibilities

• Check-in/check-out hotel guests courteously and efficiently.
• Resolve guest complaints and ensure guest satisfaction.
• Assist with group check-ins and check-outs.

Skills

Attention to detail

Customer service experience

Teamwork

Problem-solving

Education

High school diploma

Tools

MS Word

Excel

Job description

Job Summary

Check‑in/check‑out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors.

Essential Duties and Responsibilities

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment; use equipment only as intended.
• 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.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and location, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status for any given day, scheduled daily group activities / VIP’s.
• Obtain assigned bank and ensure accuracy of contracted monies; keep bank secure at all times.
• Meet with Supervisor to review daily assignments and priorities.
• Meet with departing Front Desk Agent to review business status and follow up items.
• Access all functions of computer system.
• Set up work station with necessary supplies.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Promote positive guest relations to all individuals approaching the Front Desk.
• Process all guest check‑ins and confirm reservation in system, review all noted information, and for guests without a reservation, sell a room type agreed upon.
• Register guest in the computer and verify reservation information with the guest (departure date, room type).
• Obtain back‑up information for guest credit/payment method, input into system, and collect cash when designated.
• Assign guest room and advise guest of any messages, mail, faxes, etc. received for them.
• Communicate services and amenities of the hotel to guests.
• Obtain proper identification for tax‑exempt guests and attach form to registration card.
• Direct Bell Person to escort guest and transport their luggage to the room.
• Maintain guest history files on all guests.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Set up accurate accounts for each guest checking in according to their requirements (e.g., share‑withs, separate room/tax/incidentals, comp).
• Handle overbooked or "walked" guests, accommodate room changes, document all guest requests, complaints or problems, take, record and relay messages, accept and record wake‑up call requests, issue safe deposit boxes to guests and ensure key security.
• Distribute all guest and department mail, monitor, send and distribute guest faxes, document and confirm reservations and cancellations, block rooms in computer, pre‑register designated guests and prepare key packets.
• Communicate pertinent guest information to designated departments/personnel (e.g., special requests, amenity delivery).
• Generate, print and distribute daily and weekly reports, 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, resolve any late charges, present folio to guest, settle guest accounts, retrieve guest room key from guest, solicit guest comments on their stay, process express check‑outs, handle requests for late check‑outs, conduct group check‑ins/outs.
• Assist all departments/executives with group, inventory and guest information.
• Adhere to all cashiering procedures: process adjustment vouchers, paid‑outs, correction vouchers, miscellaneous charges; make change for guests, cash guests' personal checks/travelers checks, post charges, run closing reports, count and secure bank, complete designated cashier reports, balance receipts, drop receipts.
• Document pertinent information in the log book/ Lotus Notes/Front Desk Checklist.
• All other duties as required.

Experience

• Previous Front Desk Agent preferred in a luxury or ultra‑luxury hotel and/or customer service experience.

General Skills

• Attention to detail, speed and accuracy; prioritize, organize and follow‑up; clear‑thinking, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co‑workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Technical Skills

• Communicate (verbal and written) in English with co‑workers, guests and management.
• Working knowledge of MS Word, Excel, PMS and hotel point of sales systems.
• Ability to stand for prolonged periods of time.

Education or Certification

High school diploma.

Language

• Required to speak, read and write English.
• Fluency in other languages preferred.

Physical Requirements

Must be able to endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, lift up to 20 pounds, and satisfactorily communicate with guests and co‑workers to their understanding.

Other Notes

While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.