Front Desk Agent

At Crescent Hotels & Resorts, we are a team of hospitality professionals deeply connected to and proud of the exceptional experiences we provide for our guests. Our Associates are the shining stars of what we do, and we encourage you to bring your true self to work every day. We celebrate you and support your career journey with health & wellness programs, best-in-class learning and development, and travel discounts.

About the role

We are looking for a Guest Services Agent to join our Front Office team. This role is responsible for greeting and registering guests, checking guests out, and ensuring outstanding guest service and financial profitability.

Responsibilities

• Greet guests and complete the registration process, including inputting and retrieving information from the computer, confirming guest details, selecting rooms, coding electronic keys, and providing welcome packets.
• Assist guests with check-out, ensuring rooms and services are correctly accounted for, processing payments (credit/debit cards, foreign currency, gift certificates), and handling money.
• Demonstrate thorough knowledge of hotel information, including room categories, rates, packages, promotions, and local area details, and answer guest questions.
• Use up-selling techniques to promote hotel services and maximize room occupancy.
• Respond to guest inquiries, requests, and complaints in a timely, friendly, and efficient manner, resolving issues to ensure guest satisfaction.
• Field guest complaints, conduct research, and negotiate solutions.
• Receive, input, retrieve, and relay messages to guests.
• Maintain a professional appearance and manner at all times.
• Collaborate with team members, assisting co-workers with job duties as needed.

Requirements

• Ability to communicate effectively in English.
• Self-starting personality with an even disposition and strong teamwork skills.
• Proficiency in using calculators for moderately complex mathematical calculations without error.
• Ability to handle internal and external customers with patience, tact, and diplomacy, especially in conflict resolution.
• Ability to stand and move throughout the front office while performing essential job functions.
• Proficiency in using a moderately complex computer system for data input and retrieval.
• Ability to observe and detect signs of emergency situations.
• Ability to establish and maintain effective working relationships with associates, customers, and patrons.
• Must be available to work weekends and holidays as needed.
• Marriott hotel experience is preferred.

Behaviors

• Dedicated: Devoted to tasks with loyalty and integrity.
• Team Player: Works well as a member of a group.
• Enthusiastic: Shows intense and eager enjoyment and interest.
• Detail-Oriented: Capable of executing tasks with precision.

Benefits

• Highly competitive wages.
• Exceptional benefit plan for eligible associates and family members.
• 401K matching program for eligible associates.
• Flexible scheduling to focus on personal priorities.
• Discounts at Crescent-managed properties in North America for you and your family.
• Tuition reimbursement.
• $500 sign-on bonus after 90 days of continuous employment (paid only if employed in good standing; bonus forfeited if employment ends before 90 days).