Front Desk Agent

3 months ago

Dallas, United States Sheraton Dallas Hotel by the Galleria Full time
Job Summary

The Front Desk Agent is responsible for all aspects of the Front Desk, resolves problems arising from guest complaints, reservation and room assignment activities, unusual requests and inquiries by performing the following duties personally.

Essential Job Functions

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

  • Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.
  • Promptly answer the telephone using a proper greeting. Relay all messages and follow up to ensure guests needs are met.
  • Communicate effectively both verbally and in writing to provide clear directions to staff. Assign and instruct front desk clerks in details of work. Observes performance and encourages improvement.
  • Remain calm and alert especially during emergency situations and/or heavy hotel activity. Resolve customer complications and complaints by conducting thorough research of the situation and providing the most effective solutions.
  • Make decisions and take action based on previous experience and good judgement. Sometimes revising procedures to accommodate hotel needs.
  • Manage Third Party Internet billing and arrivals. Prepare group arrivals. Prepare pre-arrival packets as requested. Be knowledgeable of Group Resumes and BEOs and ensure all information is communicated to the Front Desk Staff.
  • Be familiar and able to perform duties on all shifts, including Night Audit and PBX.
Knowledge, Skills & Abilities

The Hotel may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below, when applicable

  • Excellent verbal and written English communication skills are required.
  • Must be able to handle cash or credit transactions and have Microsoft Office and Excel proficiency.
  • General office equipment and cash register operation knowledge is expected.
  • Lightspeed PMS experience preferred
Physical Demands
  • Ability to stand and move throughout hotel function areas and continuously perform essential job functions.
  • Lifting up to 40 pounds
  • Occasional twisting, bending, stooping, reaching, standing, walking.
  • Frequent talking, hearing, seeing, and smiling.
Benefits
  • Medical, Dental, Vision, 401k
  • Bonvoy Enrollment & GXP Incentives
  • GSS Incentive
Benefits
  • 401(k)
  • Dental insurance
  • Disability insurance
  • Employee assistance program
  • Flexible spending account
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance
  • Room Discounts
  • Employee Food and Beverage Discounts

EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.

Source: Hospitality Online

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