Front Desk Agent Job Austin area,Texas USA,Hospitality / Hotel / Catering

Come join our Front Office team as a full-time Front Desk Agent! We are AT&T Hotel and Conference Center located in the heart of UT Campus, Hook 'em!

Responsibilities & Position Purpose

Greets and registers guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel. Promotes hotel services, amenities and up sells products to the guests.

Answers hotel telephone and directs calls to appropriate extension or room. Clearly communicates with guests regarding hotel information and emergencies.

ESSENTIAL FUNCTIONS

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. Non-verbally confirms the room number and rate. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.

Ensures rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guests with check out payments or charges. Accepts and records vouchers, credit, traveler’s checks, and other forms of payment.

Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens to and understands requests, responds with appropriate action and provides accurate information such on outlet hours, special VIP programs, events, etc.

Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.

Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.

Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or 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.

Answers calls originating from external and internal sources. Directs caller to appropriate extension or room. Verifies last name of guest for all room calls. Assists guests with directions or other required information. Directs hotel staff to assist guests, upon request. Communicates to callers in a clear and concise manner. Inputs/writes messages using proper grammar and spelling. Verifies names and telephone numbers.

Properly handles all incoming urgent matters or emergencies for the guests and hotel. Works with hotel management and/or security in order to calmly direct appropriate action. Appropriately documents all emergencies.

SUPPORTIVE FUNCTIONS

Attempts to communicate with guest in guest's native language, if applicable.
Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
Summons Bell services team members to escort guests to/from their rooms as appropriate.
Operate various office machines.

OTHER DUTIES

Assimilate into The FLIK culture through understanding, supporting and participating in all elements of Platinum Service. Demonstrate working knowledge of the service standards.

Front Desk Agent

Regular attendance in conformance with the standards, which may be established by Compass/Flik from time to time, is essential to the successful performance of this position.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

Considerable skill in the use of a calculator to perform 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 resolve conflicts.
Ability to read, listen and communicate…