Front Desk / Guest Service Agent

Hotel Front Desk Agent /Guest Services - The Westin Houston Medical Center

Job Description

A Pearl Front Desk Agent reports directly to the Front Office Manager and is responsible for fostering the Pearl culture within the Front Office department for Pearl Hospitality. A Pearl Front Desk Agent must ignite the human spirit by creating unrivaled hospitality experiences fueled by fun, enthusiasm and compassion that challenge each person to unlock their own potential.

The Front Desk Agent is a key team member and essential for the successful operation and administration of the Front Office. The Front Desk Agent must focus on providing exceptional customer satisfaction by continually ensuring Pearl touch points of the hotel are properly executed at all times. All hotel operations must be executed at the highest level of professionalism and courtesy. The Front Desk Agent must drive results through effective completion of the shift checklist and following through on all requests. The Front Desk Agent must ensure that our associates and our customers are always treated with the utmost respect since they are the key to our success. A Front Desk Agent must perform all audit functions with the utmost accuracy and integrity ensuring to resolve discrepancies to completion.

Responsibilities - (not limited to)

• Foster the Pearl culture
• Passion and commitment to the business at an ownership level
• Ensure compliance with brand standards as well as Pearl standards and procedures
• Maintain effective and open communication
• Foster teamwork
• Be a highly motivated and enthusiastic
• Deliver the highest performance
• Ability to stand and move throughout front office and continuously perform job functions
• Ability to access and accurately input computer information
• Must be capable to successfully prioritize, delegate, organize and multi-task
• Must be compliant of brand standards and Pearl standards and procedures
• Utilize tact and diplomacy to defuse anger and collect accurate information to resolve conflicts
• Actively involved in Guest Services to inspire guest’s loyalty
• Ensure that the Front Desk, lobby and back of house areas are clean and well maintained
• Promptly answer phone and use a clear and concise voice when speaking
• Commitment to a positive guest experience
• Interact positively with customers and take action to resolve issues to maintain high guest satisfaction
• Greet customers immediately with a friendly and sincere welcome
• Field guest complaints and fully research to find the most effective solutions and negotiate results
• Must always be able to conduct daily business with integrity and be ethical
• Must complete night auditor checklist fully
• Must comply with security controls for cash and shift drops
• Review pass-on log and security log for issues which need action
• Perform night audit operations to ensure the maintenance of financial controls
• Make corrections and adjustments and handle all computer issues that arise during night audit
• Balance all revenue and settlement accounts nightly
• Must always wear only approved uniforms including nametag
• Must maintain a safe working environment through ongoing compliance of safety guidelines
• Treat guests, associates, vendors and co-workers with professionalism and respect always
• Ensure understanding and execution of emergency procedures
• Comply with attendance rules and be available to work on a regular basis
• Written and verbal communication skills
• Perform other tasks that are deemed necessary to the success of Pearl, the hotel and the associates
• Respond with appropriate action to guest’s requests and provide accurate information

Qualifications - (not limited to)

• Must have work experience as a Hotel Front Desk Agent in a Full Service hotel or similar role.
• Ability to effectively deal with customers at times where it requires a high level of patience and diplomacy.
• Must possess high energy, professionalism and confidence every day and in every way.
• Experience with hotel reservations and PMS software and RoomKeyPMS
• Understanding of how travel planning websites operate, like Booking and TripAdvisor
• Must have impeccable Customer service attitude.
• Excellent communication and organizational skills
• Degree in hotel management is a plus

Physical Requirements - (not limited to)

• Must be able to lift, push, pull, and carry up to 75 lbs.
• Must be able to stand, stoop, bend, crawl, reach above and below shoulders, repetitive arm and wrist use, climb ladders and stairs, and walk on uneven surfaces.
• Must be able to operate motor vehicle using safety precautions.
• Must be able to recognize, register, and respond visually to color and depth perception.
• Must be able to communicate verbally and in writing.
• Must be able to work indoor, outdoor, in extreme heat and cold.
• Must be able to work around moderate noise level.