Front Desk Agent

East Austin Hotel is looking for a Front Desk Agent who helps create a smooth, welcoming arrival and a seamless departure for every guest. You will be the first and last point of contact onsite, supported by structured procedures and access to the technology used to run day-to-day operations. Enjoy a role with flexible schedules across full-time or part-time options, competitive pay, and a benefits package that supports your health and wellbeing.

Responsibilities

• Answer phones promptly and in a courteous manner.
• Create, confirm, and manage guest reservations in the property management system.
• Check in and check out guests efficiently.
• Assign rooms in the system prior to guest arrival, helping keep room availability balanced.
• Prepare arrival paperwork, including key packets.
• Communicate pertinent guest information to designated departments, including special requests related to Housekeeping and potential delivery of an amenity.
• Up-sell rooms when possible to maximize revenue.
• Anticipate guest needs using knowledge of guests staying.
• Process cash and credit card transactions using established procedures.
• Resolve guest problems or complaints by following service recovery guidelines, coordinating with the right team members, and following up to ensure completion and guest satisfaction.
• Maintain confidentiality of all guests and hotel information at all times.
• Ensure security for guest room access, including careful attention to key control.
• Program key cards for the length of stay only and distribute additional keys only to guests listed on the reservation with proper ID.
• Maintain guest history files in the property management system.
• Stay highly aware of the surrounding area and events to provide recommendations.
• Generate, print, and distribute daily and weekly reports.
• Complete shift checklists each shift, sign, and include in the daily drop.
• Resolve discrepancies on the room status report with Housekeeping.
• Manage responsibility for the issued bank: count at the beginning and end of shift, open and close the shift correctly, and make cash drops in line with proper cash handling procedures.
• Maintain complete knowledge of hotel features and services, including hours of operation, room types and numbers, layout, amenities, locations, room rates, and special packages and promotions.
• Refer guests to hotel outlets and connect them to local attractions and services.
• Follow established hotel standards of procedures.

Requirements

• Clear, pleasant communication in English, both verbally and in writing, with guests, management, and team members.
• Ability to accurately and efficiently input information into computer systems.
• Ability to work cohesively with team members within and outside your department.
• Ability to think clearly and quickly, making concise decisions.
• Strong ability to prioritize, organize, and follow up.
• Ability to work well under pressure, handling many arrivals and departures within a short period of time.
• Previous customer service experience.
• Previous hotel front desk experience is strongly preferred.
• High school diploma or equivalent.
• Open availability to work weekends and holidays based on hotel needs.
• Basic computer skills to operate property management systems.
• Reliable transportation.

Benefits

• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Details

• Location: Austin, TX 78702 (onsite)
• Work location: In person
• Job types: Full-time, Part-time
• Pay: $17.00 per hour (USD 17 - 17 per hourly)
• Experience: 1 year (Front desk, Hospitality preferred)
• Technologies: property management system, computer systems

Physical Requirements

• Working extended hours may be required as needed.
• Regularly required to stand, walk, sit, use repetitive wrist and finger movement, handle or feel objects, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch, or crawl.
• Work on a computer for extended periods of time, approximately 8+ hours per day.
• Lifting (rarely) 20–25 lbs.