Front Desk Agent PM - Courtyard Fort Worth Alliance

About the role

At Courtyard Fort Worth at Alliance Town Center, we bring modern comfort, genuine hospitality, and Texas warmth together in one of Fort Worth’s fastest-growing areas. Located near the Alliance business district, shopping, dining, and local attractions, our hotel offers a welcoming environment for both business and leisure travelers. Curators enjoy being part of a supportive, guest-focused team where every stay is an opportunity to create meaningful moments and deliver hospitality with heart.

Department: Front Office | Reports to: Front Office Manager | Status: Non-Exempt

This is a highly visible role that has a direct impact on creating the guest experience. Welcomes and accommodates guests, visitors, and staff in a warm and courteous manner. Oversees the guest registration and check-out process. Promotes hotel services and amenities and provides helpful information.

Responsibilities

• Must have a true desire to satisfy the needs and desires of our guests and others in a fast-paced environment; perform all duties toward the goal of maximizing guest service.
• Must be able to operate shuttle to and from AFW and the hotel.
• Greet all guests and visitors in a friendly, professional manner, giving proper eye contact and prompt attention; be alert for guests or visitors that appear to have questions or need aid and be ready to assist them at all times.
• Greet guests who have made advance reservations for lodging and register them in an efficient and pleasant manner; greet visitors looking for accommodations and attempt to meet their needs.
• Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.).
• Accommodate room changes expediently.
• Ensure a high level of knowledge of the hotel, including hotel rates and promotions, room types and layouts, hotel services and amenities, restaurant offerings and hours of operation, and hotel’s historical significance.
• Acquaint guests with city attractions, community events and nearby areas of interest.
• Help resolve guest issues and respond to special requests; in the case of a service failure, listen empathetically, promptly report the issue to Management, and implement an appropriate service recovery response to restore guest satisfaction.
• Settle guest accounts upon check-out and process forms of payment, accurately following accounting procedures and cash handling policies.
• Respond to all questions, whether from a guest, visitor or coworker, in a courteous, pleasant manner and give out accurate, helpful information.
• Responsible for proper key control and other security measures.
• Participate in safety/security training and maintain knowledge of all safety procedures, including life safety, emergency/fire evacuation, and other protocols to ensure a safe and secure environment.
• Work closely and cooperatively with other front office and administration staff, including Valets, Bellman, Sales and Accounting team; exemplify strong teamwork and treat all co-curators with professional respect.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Properly handle lost and found items.
• Report accidents, injuries, and any unsafe conditions to Management and Maintenance.
• Report all maintenance issues for guest satisfaction.
• Report to work wearing the required uniform and meeting professional grooming standards.
• Maintain confidentiality of all guests and hotel information.
• Perform other duties as assigned.
• Actively participate in ongoing training.

Requirements

• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-curators, both in person and by telephone.
• Strong customer-relations skills with a total commitment to guest satisfaction; must be a "people-person" who thrives on public contact.
• Ability to deal with guests when they are angry or upset.
• Professional appearance and demeanor.
• Knowledge of computer keyboard and printer operation; ability to accurately and efficiently input information into computer systems.
• Previous cashier experience / basic accounting skills.
• Ability to work quickly and thoroughly when under pressure.
• Knowledge of hotel facilities and features.
• Ability to attend to more than one task at a time.
• Ability to maintain excellent attendance and punctuality.
• A valid driver's license.
• Knowledge of area and surrounding communities.
• Customer service experience preferred.
• Must be able to stand for long periods of time; may include crowded office setting or “close quarters”; general office environment with limited physical activity.