Front Desk Agent

About the Company

Driftwood Hospitality Management’s company culture empowers associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Driftwood is renowned for a fully integrated approach to hospitality services with outstanding client service. The team consists of top talent in the industry, supporting properties like the Hilton Dallas/Southlake Town Square—a premier, Connie Award-winning hotel featuring 248 guest rooms and over 28,000 square feet of flexible meeting space overlooking vibrant Southlake Town Square.

At Hilton Southlake, exceptional hospitality starts with an exceptional team. The workplace culture is built on recognition, connection, and shared success.

Team Member Experience

• Complimentary Meals: All AM and PM shift team members enjoy free, freshly prepared lunches daily.
• Quarterly Team Rallies: Team achievements and updates are celebrated through engaging, rally-style events to strengthen collaboration and team spirit.
• Employee Recognition: Outstanding performance is celebrated through awards, shout-outs, and recognition programs.
• Monthly Family Breakfasts: A welcoming, family-style breakfast is hosted monthly for team connection and recharge.

Responsibilities

• Greet customers immediately with a friendly and sincere welcome; use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent details including number of guests and room rate. Make appropriate room selections based on guest needs.
• Code electronic keys, certificates, and coupons as appropriate. Requires continual standing and movement throughout front office areas.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance assigned house bank. Accept and record vouchers, traveler’s checks, and other forms of payment.
• Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English communication. Input messages into the computer, retrieve messages, and communicate content to guests. Retrieve mail, small packages, and facsimiles as requested.
• Close guest accounts at checkout and ensure guest satisfaction. In the event of dissatisfaction, research and attempt to resolve problems within established guidelines, escalating to a supervisor if necessary.
• Field guest complaints, conduct thorough research to develop effective solutions, and resolve complications such as location changes or credit issues. Assist with problems like price conflicts or HVAC issues.
• Remain calm and alert during emergency situations and heavy hotel activity. Plan and implement detailed steps using experienced judgment and discretion.
• Maintain neat and clean corridors and service areas at all times.
• Adhere to all company policies and procedures, including safety and security protocols. Know department fire prevention and emergency procedures, utilize protective equipment, and report unsafe conditions, accidents, injuries, or property damage to a supervisor.
• Provide a safe work environment by following all safety and security procedures and rules. Maintain a neat, clean, and well-groomed appearance per team member handbook standards.
• Assist other Front Desk Personnel as needed. Perform any related duties as requested by a supervisor or manager.

Requirements

• Any combination of education and experience equivalent to graduation from high school or other training that provides the required knowledge, skills, and abilities. High school diploma preferred.
• Prior hospitality experience preferred but not required.
• Considerable skill in using a calculator and performing moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, including handling high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.

Physical Demands

• Ability to stand and move throughout the front office for 95% of the shift.
• Lifting up to 25 pounds maximum.
• Occasional twisting, bending, stooping, reaching, standing, and walking.
• Frequent talking, hearing, seeing, and smiling.

Benefits

• 401(k)
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Room discounts
• Employee food and beverage discounts