Front Desk Agent

2 weeks ago

Pflugerville, United States Best Western Plus Pflugerville Full time

Sincere Hospitality is actively hiring for a Front Desk Agent

Who we are

Sincere Hospitality is a brand new management company founded on the basis of placing people at the heart of everything we do. We are dedicated to fostering a culture of care, respect, and genuine hospitality that embraces our guests, team members, and the communities we serve.

Who you are

Do you find it easy to be sincere? Do you understand the importance of a great first impression? Do you enjoy making others smile? If you relate to any of these qualities, this could be the fulfilling job you are looking for

Benefits

We are proud to offer competitive wages and the following benefits for full-time and part-time employees:

  • Vacation and Paid Time Off
  • Hotel discounts at brand properties
  • Holiday Pay for worked holidays
  • Birthday Pay: A full paid day on your birthday
  • Referral bonuses

Job Summary

As a pivotal member of the hotel, the Front Desk Agent is instrumental in shaping the guest experience. Your responsibilities encompass not only administrative tasks but also embody the first point of contact for guests, setting the tone for their stay. In addition, this individual shall be well-versed on hotel-brand standards, guest expectations and local area. This position reports to the Front Desk Supervisor and General Manager.

Your day-to-day

The Essential Functions and Job Responsibilities for this position make up your day-to-day. They include the following tasks below.

  1. Essential Functions
    • Warmly and professionally welcomes all guests and ensure quality check-in and checkout experience.
    • Handles confidential information, including guest records, with a high degree of integrity.
    • Answers and routes calls, emails, and in-person inquires as appropriate; takes guest messages with accuracy.
    • Responsible for cash drawer contents and transactions during shift.
    • Maintains and updates accurate records using the hotel's systems, such as the PMS system.
    • Promptly and effectively handles guest requests and complaints with professionalism, tact, and a courteous manner, seeking solutions that align with the hotel's policies.
    • Ensures common areas/entryway/lobby is clean, neat and orderly.
  2. Job Responsibilities
    • Engage with guests in a courteous and helpful manner, addressing any inquiries and ensuring their needs are met.
    • Seek feedback from guests to identify areas for improvement and relay compliments to the team.
    • Execute check-in/check-out processes with accuracy and efficiency.
    • Manage reservations, cancellations, and room assignments to optimize occupancy.
    • Ensures reservation and billing accuracy.
    • Maintain up-to-date records on hotel systems (e.g., out of order rooms, guest requests).
    • Manage multiple tasks simultaneously, including guest interactions, phone calls, and administrative duties.
    • Maintain an organized and tidy front desk area, contributing to an overall positive guest impression.
    • Demonstrate effective communication with housekeeping, maintenance, and other departments to ensure seamless operations.
    • Collaborate with team members to find solutions and prevent recurring problems.
    • Address and resolve guest issues promptly and tactfully, seeking solutions that align with the hotel's policies.
    • Escalate complex issues to the appropriate supervisor or department when necessary.


Performance Metrics

Note: This job description also serves as a performance evaluation guide. As such, it may be subject to change based on organizational needs.

Performance will be assessed based on the following:

  • Understanding and timely completion of essential functions & job responsibilities and their impact on the organization.
  • Goal accomplishment and problem solving by being resourceful and applying your knowledge.
  • Communicating effectively and fostering positive relationships with all other colleagues.
  • Attending work on time as scheduled and adhering to attendance policy.
  • Understanding and following processes and procedures for documentation and communication of important information.
  • Guest Service Scores regarding Loyalty Recognition, Overall Arrival Experience, and Overall Service.

Qualifications

  • High School Diploma or GED
  • Proficiency in Microsoft Office programs
  • Must be available to work morning and evening shifts
  • Must be available to work on weekends & holidays

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee is regularly required to stand for an entire shift or for an extended amount of time; use hands to feel or handle and reach with hands and arms.
  • The employee is frequently required to walk, bend, sit, climb, or balance, kneel, crouch, or crawl and talk or hear.
  • The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

Disclaimer: This job description is not designed to be a comprehensive list. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. All other tasks must be performed as assigned or required.

Sincere Hospitality is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.

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