Hotel Front Desk Agent

Hotel Front Desk Attendant
EVEN Hotel Waco — University Area, 110 S MLK Blvd Bldg. B Waco, Texas 76704

We are searching for an enthusiastic, service-focused hotel front desk agent to join our guest services team. You’ll welcome guests, manage accounts, answer inquiries, and field complaints to ensure we deliver an excellent experience to every guest. You will bring excellent communication skills and a passion for putting our guests first. If you love interacting with people in a positive work environment, apply now!

Join our brand‑new hotel opened in March 2024, located just down the street from Baylor Stadium! We are looking for passionate individuals to help us create an exceptional experience for our guests in our 132‑room facility. At our hotel, guest satisfaction is at the heart of everything we do. We are committed to providing outstanding customer service and ensuring every visitor feels welcomed and valued.

Shift

Hours:

• 7:00 am-3:00 pm (AM)

• 3:00 pm-11:00 pm (PM)

• 11:00 pm-7:00 am (Night Audit)

Compensation: $14–$16 hourly

• General bookkeeping: ensure all hotel guest account information is accurate and up-to-date
• Connect with the housekeeping department to ensure guest accommodations are ready
• Greet, check‑in, and check‑out guests when they arrive and leave the premises, distribute keys and room assignments, and record credit card information
• Field customer complaints when necessary
• Maintain professional appearance in a proper uniform at all times
• Must be able to stand at the Front Desk for an entire shift
• Take incoming calls, online and in‑person room booking requests, and answer questions about guests’ needs involving room rates, available rooms, amenities, rewards programs, and special requests
• Resolve guest complaints, ensuring guest satisfaction
• Anticipate guests’ needs, respond promptly, and acknowledge all guests however busy and at any time of day
• Maintain positive guest relations at all times
• Maintain complete knowledge at all times of: a) all hotel features/services, and hours of operation; b) all room rates, special packages, and promotions; c) daily house count and expected arrivals/departures; d) scheduled daily group activities
• Answer the department telephone within 3 rings, using a correct greeting and telephone etiquette
• Process all guest check‑ins
• Verify registration card information with the guest
• Obtain backup information for guest credit/payment method and input into the system; collect cash when designated
• Handle overbooked or walk‑in guests
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
• Resolve discrepancies with different departments such as Housekeeping, Food & Beverage, Maintenance, & Sales
• Match the bucket check to the in‑house guest ledger report; report discrepancies to the Manager
• Process all check‑outs
• Process adjustment vouchers, pay‑outs, correction vouchers, and miscellaneous charges

• Able to work weekends
• Must have reliable transportation
• High school diploma, GED, or equivalent
• Experience or working knowledge of Microsoft Office and reservation management systems
• Strong customer service, interpersonal, organizational, and time management skills
• 1+ year of hotel industry experience or related job preferred
• Experience answering telephone calls and troubleshooting stressful situations