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Front Desk Agent

Posted May 16, 2022

Hotel ICON
Houston, TX
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About This Job

Job Description

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay, as well as ensuring the guest has an exceptional stay, to meet hotel’s high standards of quality.

Essential Job Functions

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

  • Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
  • Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. Code electronic keys, certificates, and coupons as appropriate. Requires continual standing and movement throughout front office areas.
  • Verify credit cards for authorization using electronic acceptance methods. Handle cash; make change and balance as assigned house bank. Accept and record vouchers, travelers’ checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
  • Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
  • Close guest accounts at the time of check out and ensure guest’s satisfaction. In the event of dissatisfaction, research and attempt to resolve problem within established guidelines, may include turning problem over to a supervisor.
  • Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating and air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion. Keeps the corridors and service area neat at all times.
  • Adheres to all company policies and procedures.
  • Follows safety and security procedures and rules.
  • Knows department fire prevention and emergency procedures.
  • Utilizes protective equipment.
  • Reports unsafe conditions to supervisor/manager.
  • Reports accidents, injuries, near-misses, property damage or loss to supervisor.
  • Provides for a safe work environment by following all safety and security procedures and rules.
  • All team members must maintain a neat, clean and well groomed appearance. (Specific standards outlined in team member handbook).
  • Assists other Front Desk Personnel when need.
  • Perform any related duties as requested by supervisor/manager.

Knowledge, Skills & Abilities

The Hotel may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below, when applicable

  • Any combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred.
  • Prior hospitality experience preferred, but not required.
  • Front Desk experience from 6 months to 2 years, but not required.
  • Considerable skill in the use of a calculator and prepare 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 help resolve conflicts.
  • Ability to read, listens, and communicates effectively in English, both verbally and in writing.
  • Ability to access and accurately input information using a moderately complex computer system.
  • Hearing and visual ability to observe and detect signs of emergency situations.

Physical Demands

  • Ability to stand and move throughout front office and continuously performs essential job functions.
  • Stand 95% of shift
  • Lifting up to 25 pounds maximum.
  • Occasional twisting, bending, stooping, reaching, standing, walking.
  • Frequent talking, hearing, seeing and smiling.
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About this Employer

Hotel ICON

220 Main St
Houston, TX 77002

(713) 224-4266

135 Room Hotel

www.marriott.com

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Hotel ICON – Downtown Houston Hotel

Hotel ICON is one of the most unique hotels in Houston and features 135 rooms, including 18 suites. Hotel ICON is located in the heart of Houston's business, legal, entertainment and sport districts. 

Fully renovated in June 2012, our hotel provides every guest with complimentary downtown shuttle service and high-speed wireless connectivity. Hotel ICON is home to a cutting-edge fitness center. Spacious tiled bathrooms with rain showers, whirlpools, and antique tubs are included in our guestrooms and suites. We also provide secure, covered parking for our guests, with valet parking offered for a fee. 

The award-winning LINE & LARIAT Restaurant and Lounge offers breakfast, lunch, light afternoon fare and dinner daily in the lounge and dining room. Hotel ICON is the only hotel on the 7.5 mile Metro Lightrail line that provides quick service to the Texas Medical Center and Reliant Stadium and Arena. Make Hotel ICON one of your favorite hotels in Houston by booking online now!