Front Desk Agent
About the role
The Courtyard by Marriott Houston Rice University is seeking a Hotel Guest Service Agent, Front Desk Clerk, or Front Office Agent. Working as a Hotel Guest Service Agent, Front Desk Clerk, or Front Office Agent offers a rewarding opportunity to be part of a dynamic hospitality team. The role involves assisting guests with the check-in and check-out process, handling reservations, responding to guest inquiries, processing payments, coordinating with other hotel departments, providing information, resolving guest concerns, maintaining records, and promoting hotel services.
Responsibilities
- Guest Check-In and Check-Out: Efficiently assist guests with check-in and check-out, ensuring a smooth and welcoming experience.
- Reservations Management: Accurately handle room reservations, cancellations, and modifications while maintaining up-to-date records.
- Customer Service: Promptly and professionally respond to guest inquiries, complaints, and special requests, aiming to exceed guest expectations.
- Payment Processing: Handle payment transactions accurately and ensure compliance with hotel policies.
- Communication Hub: Coordinate with other hotel departments to address guest needs and resolve issues promptly.
- Providing Information: Offer information about hotel services, amenities, local attractions, and transportation options to assist guests with their plans.
- Problem-Solving: Resolve guest concerns or complaints effectively, escalating issues when necessary to maintain satisfaction.
- Maintaining Records: Keep accurate and organized records of guest stays, payments, and interactions in the hotel’s PMS.
- Promoting Hotel Services: Upsell rooms and promote hotel amenities to enhance the guest experience.
- Ensuring Security: Follow safety and security protocols to safeguard guests, staff, and property.
Requirements
- Previous experience in customer-facing roles, such as in hospitality, retail, or food service, is often required or preferred.
- Strong interpersonal skills and a focus on delivering exceptional service are essential.
- Familiarity with using computers and software systems, especially reservation or PMS systems, is important.
- Strong verbal and written communication skills are essential for professional interactions with guests and team members.
- Experience handling guest complaints or resolving conflicts calmly and effectively is an asset.
- Previous roles that required managing multiple tasks, such as answering phones, handling reservations, and assisting guests simultaneously, prepare candidates for the job's demands.
- Familiarity with front desk operations, check-in/check-out procedures, or reservation systems is a plus.
- A high school diploma or equivalent is typically required.
- Experience in jobs with irregular hours, such as evening, weekend, or holiday shifts, helps demonstrate adaptability to the hospitality industry's demands.
Qualifications
- Flexible to work weekends and holidays.
Benefits
Comprehensive benefits include medical, dental, and vision insurance, financial perks like a 401(k) with company match, SAME DAY PAY, and flexible spending accounts. Time off includes vacation, personal days, and holiday pay. Exclusive discounts are available for personal travel. Professional growth opportunities include online training courses. Additional support includes an Employee Assistance Program, jury duty leave, holidays, bereavement leave, and more.
Pay
Details on pay are not specified in the job posting.
Schedule
Details on schedule are not specified in the job posting.
Apply for this Position
Apply directly through the provided link.