Front Desk Agent

Job Description

Job Description

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

1. 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.
2. 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.
3. 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.
4. Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.
5. 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.
6. 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.

1. 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.

1. 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
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• 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
Position Description
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
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• 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 effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.

QUALIFICATION
STANDARDS EDUCATION
High School graduate or equivalent preferred
2 or 4 year college degree preferred

EXPERIENCE LICENSES OR CERTIFICATES
1 - 2 years of prior guest service experience are preferred but not required.  Prior hospitality experience also preferred.
OPERA operating system previous experience highly preferred

The Benefits working at AT&T Hotel and Conference Center and FLIK/Compass:

• Paid Vacation Days (after 90 days of employment)
• Annual Merit Increases
• 13 Paid Holidays (after 90 days of employment)
• Ride the Bus for Free with UT Proximity Card
• Free Daily Shift Meals- yum!
• Lockers & Locker Rooms with Showers
• Discounted Monthly UT Garage Parking at Rowling Hall Garage (for non-UT students)
• Discount Gift Shop offerings
• Referral Bonus $

We are owned by UT Austin and managed by Compass Group North America, a diversity growth-oriented organization. Our goal is to improve the quality of work life by using fair and consistent treatment and providing equal growth opportunities for ALL associates. EOE & AA Employer M/F/D/V.

AT&T Hotel and Conference Center participates in E-Verify. Applicants must have valid and legal work authorization in the United States.

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