Night Audit-Part

The Front Office Agent supports guest arrivals, stays, and departures by delivering attentive, courteous, and efficient service while helping maximize room revenue and occupancy.

Key Responsibilities

• Respond to guest inquiries regarding restaurants, transportation, and entertainment, among other topics.
• Follow all cash handling and credit policies.
• Maintain current knowledge of rates, packages, and special promotions as listed in the Red Book.
• Be familiar with all in-house groups and understand closed out and restricted dates.
• Collect required information when taking room reservations and follow the rate-quoting scenario.
• Use hospitality terminology appropriately and maintain awareness of emergency procedures, assisting as needed.
• Process check-ins and checkouts in a friendly, efficient, and courteous manner.
• Use proper two-way radio etiquette when communicating with team members.
• Understand and operate the Front Desk computer system and complete all shift tasks using the shift checklist in a timely manner.
• Complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual closing shift paperwork according to hotel standards.
• Maintain and market promotions and guest programs.
• Keep the work area clean and assist guests with safe deposit boxes.

Required Education

• High School diploma or equivalent required.

Required Skills and Qualifications

• Computer experience required.
• Maintain a warm and friendly demeanor at all times.
• Communicate effectively verbally and in writing with employees and guests at all levels in an attentive, friendly, courteous, and service-oriented manner.
• Listen to, understand, and clarify concerns raised by employees and guests.
• Multitask and prioritize departmental functions to meet deadlines.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling and varying hotel needs.
• Maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Support productivity by identifying problem areas and assisting with solutions implementation.
• Effectively handle problems by anticipating, preventing, identifying, and solving issues as necessary.
• Understand and apply complex information and data from multiple sources to meet objectives.
• Cross-train in other hotel-related areas.
• Maintain confidentiality of information.
• Show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.

Technologies

• Front Desk computer system

Preferred Qualifications

• College course work in a related field helpful.
• Experience in a hotel or related field preferred.
• Customer service experience preferred.

Location and Work Setting

Fort Worth, TX 76107 (onsite).