Front Office Agent
On-siteCrane, Texas, United States
Job Summary
Welcome guests warmly upon arrival and facilitate efficient check-in and check-out procedures, verifying reservation details and assigning accommodations. Process guest departures, prepare folios, and ensure accurate posting of charges while complying with registration and identification protocols. Escort guests to rooms, conduct in-room orientations, and respond promptly to inquiries, requests, and concerns, following up on issues to ensure satisfactory resolution. Book activities, tours, and restaurant reservations, coordinate requests with internal and external departments, and facilitate transportation and logistical needs. Handle incoming and outgoing calls, relay messages accurately, and respond to inquiries via telephone, email, and other channels. Promote resort amenities, upsell room categories, and generate qualified leads for ownership programs. Receive and process payments, post transactions, and maintain accurate records of balances. Complete shift reports, reconcile transactions, communicate outstanding issues to the incoming team, and ensure workstations are clean and organized.
Required Qualifications
- Secondary school education or equivalent
- Basic mathematical and cash-handling skills
- Ability to stand and walk for extended periods
- Ability to lift, carry, push, or pull moderate loads when assisting guests
- Ability to use stairs and elevators throughout the property
- Ability to perform repetitive administrative and computer-based tasks
- Ability to maintain alertness and focus during extended shifts
Desired Qualifications
- Certification in Hospitality, Tourism, Customer Service, or a related field is an asset
- Previous hospitality, hotel, customer service, or front office experience preferred
- Experience using Property Management Systems (PMS) is desirable
- Excellent customer service and interpersonal skills
- Strong verbal and written communication skills
- Strong organizational and time management abilities
- Ability to handle guest concerns professionally and diplomatically
- Ability to work independently and as part of a team
- Proficiency in computer systems and office software applications
- Understanding of reservations, check-in/check-out procedures, and guest account management
- Experience in a luxury resort environment
- Additional language skills are an asset
- Knowledge of ownership, vacation club, or fractional ownership programs is advantageous
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