Front Desk Agent

About the role

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. The company is renowned for its fully integrated approach to hospitality services with outstanding client service. Sheraton Galleria Dallas is recognized as one of Marriott’s premier properties in North America, featuring 317 guest rooms and over 12,000 sq ft of flexible meeting space overlooking downtown Dallas. The team values recognition, connection, and shared success, offering perks such as employee discounts at Marriott Hotels, complimentary daily meals for AM and PM shifts, quarterly team celebrations, and a supportive environment where every contribution matters.

Responsibilities

• Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay, ensuring the guest has an exceptional stay to meet hotel’s high standards of quality.
• Greets customers immediately with a friendly and sincere welcome.
• Uses a positive and clear speaking voice, listens to understand requests, responds with appropriate action and provides accurate information such as outlet hours and local attractions.
• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
• Makes appropriate selection of rooms based on guest needs.
• Codes electronic keys, certificates, and coupons as appropriate.
• Requires continual standing and movement throughout front office areas.
• Verifies and imprints credit cards for authorization using electronic acceptance methods.
• Handles cash; makes change and balances as assigned house bank.
• Accepts and records vouchers, travelers’ checks, and other forms of payment.
• Performs accurate, moderately complex arithmetic functions using a calculator.
• Posts charges to guest rooms and house accounts using the computer.
• Promptly answers the telephone using positive and clear English communication.
• Inputs messages into the computer.
• Retrieves messages and communicates the content to the guest.
• Retrieves mail, small packages and facsimiles for customers as requested.
• Closes guest accounts at the time of check out and ensures guest’s satisfaction.
• In the event of dissatisfaction, researches and attempts to resolve the problem within established guidelines, which may include turning the problem over to a supervisor.
• Fields guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues.
• Listens and extends assistance to resolve problems such as price conflicts, insufficient heating and air conditioning, etc.
• Remains calm and alert especially during emergency situations and heavy hotel activity.
• Plans and implements detailed steps by using experienced judgment and discretion.
• Keeps the corridors and service area neat at all times.
• Adheres to all company policies and procedures.
• Follows safety and security procedures and rules.
• Knows department fire prevention and emergency procedures.
• Utilizes protective equipment.
• Reports unsafe conditions to supervisor/manager.
• Reports accidents, injuries, near‑misses, property damage or loss to supervisor.
• Provides for a safe work environment by following all safety and security procedures and rules.
• Maintains a neat, clean and well‑groomed appearance (specific standards outlined in the team member handbook).
• Assists other Front Desk Personnel when needed.
• Performs any related duties as requested by supervisor/manager.

Qualifications

• High school diploma preferred.
• Prior hospitality experience preferred, but not required.
• Considerable skill in the use of a calculator and ability to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help 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.
• Ability to stand and move throughout front office and continuously perform essential job functions.
• Stands approximately 95% of shift.
• Lifting up to 25 pounds maximum.
• Occasional twisting, bending, stooping, reaching, standing, walking.
• Frequent talking, hearing, seeing and smiling.

Benefits

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