Ability to perform moderately complex mathematical calculations accurately using a calculator.
Ability to deal effectively with internal and external customers, using patience, tact, and diplomacy to gather accurate information and resolve conflicts.
Ability to read, listen, and communicate effectively in English, verbally and in writing.
Ability to access and accurately input information using a moderately complex computer system.
High school graduation or equivalent is preferred.
A two- or four-year college degree is preferred.
Responsibilities
Greet and register guests, provide prompt and courteous service, check guests out, resolve guest challenges, promote hotel services and amenities, upsell products, answer the hotel telephone, direct calls, and communicate hotel information and emergencies.
Complete guest registration by entering and retrieving information in the computer system, confirming guest and room-rate details, selecting rooms based on guest needs, coding electronic keys, confirming room number and rate, and providing welcome packets.
Ensure room and service charges are correctly accounted for in guest statements, assist with checkout payments or charges, and accept and record vouchers, credit, traveler’s checks, and other forms of payment.
Welcome customers promptly, listen to and understand requests, respond appropriately, and provide accurate information about outlet hours, VIP programs, and events.
Receive special guest requests and respond appropriately or forward them to the appropriate team members for decisions and action.
Answer telephone and email inquiries promptly; enter messages into the computer; advise team members of special guest needs; retrieve and communicate messages; and retrieve mail, packages, facsimiles, and other requested items.
Handle guest complaints by researching issues, developing effective solutions, negotiating results, listening, and assisting with problems such as price conflicts or insufficient heating or air conditioning; remain calm during emergencies and busy periods; and implement detailed steps using judgment and discretion.
Answer internal and external calls, direct callers to the appropriate extension or room, verify guest surnames for room calls, assist with directions or other information, direct hotel staff to assist guests upon request, communicate clearly, write grammatically correct messages, and verify names and telephone numbers.
Handle urgent guest or hotel matters and emergencies, work with hotel management or security to direct appropriate action, and document emergencies.
Attempt to communicate with guests in their native language when applicable.
Remain calm and alert during emergencies or heavy hotel activity and resolve complications such as room-location changes or credit issues.
Summon bell-service team members to escort guests to and from their rooms when appropriate.
Operate various office machines.
Assimilate into the FLIK culture by understanding, supporting, and participating in Platinum Service and demonstrating working knowledge of service standards.
Maintain regular attendance according to applicable standards.
Desired Qualifications
One to two years of prior guest-service experience is preferred but not required.
Prior hospitality experience is preferred.
Previous experience with the OPERA operating system is highly preferred.
Come join our Front Office team as a full-time Front Desk Agent! We are AT&T Hotel and Conference Center located in the heart of UT Campus, Hook 'em!
Responsibilities & Position Purpose Greets and registers guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel. Promotes hotel services, amenities and up sells products to the guests. Answers hotel telephone and directs calls to appropriate extension or room. Clearly communicates with guests regarding hotel information and emergencies.
ESSENTIAL FUNCTIONS
Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirms the room number and rate. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
Ensures rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guests with check out payments or charges. Accepts and records vouchers, credit, traveler’s checks, and other forms of payment.
Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens to and understands requests, responds with appropriate action and provides accurate information such on outlet hours, special VIP programs, events, etc.
Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.
Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.
Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy hotel activity. Plans and implements detailed steps by using experienced judgment and discretion.
Answers calls originating from external and internal sources. Directs caller to appropriate extension or room. Verifies last name of guest for all room calls. Assists guests with directions or other required information. Directs hotel staff to assist guests, upon request. Communicates to callers in a clear and concise manner. Inputs/writes messages using proper grammar and spelling. Verifies names and telephone numbers.
Properly handles all incoming urgent matters or emergencies for the guests and hotel. Works with hotel management and/or security in order to calmly direct appropriate action. Appropriately documents all emergencies.
SUPPORTIVE FUNCTIONS In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
Attempts to communicate with guest in guest's native language, if applicable.
Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
Summons Bell services team members to escort guests to/from their rooms as appropriate.
Operate various office machines.
OTHER DUTIES Assimilate into The FLIK culture through understanding, supporting and participating in all elements of Platinum Service. Demonstrate working knowledge of the service standards.
Front Desk Agent Position Description Regular attendance in conformance with the standards, which may be established by Compass/Flik from time to time, is essential to the successful performance of this position.
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
Considerable skill in the use of a calculator to perform 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 resolve conflicts.
Ability to read, listen and communicate effectively in English, both verbally and in writing.
Ability to access and accurately input information using a moderately complex computer system.
QUALIFICATION STANDARDS EDUCATION High School graduate or equivalent preferred 2 or 4 year college degree preferred
EXPERIENCE LICENSES OR CERTIFICATES 1 - 2 years of prior guest service experience are preferred but not required. Prior hospitality experience also preferred. OPERA operating system previous experience highly preferred
The Benefits working at AT&T Hotel and Conference Center and FLIK/Compass:
Paid Vacation Days (after 90 days of employment)
Annual Merit Increases
13 Paid Holidays (after 90 days of employment)
Ride the Bus for Free with UT Proximity Card
Free Daily Shift Meals- yum!
Lockers & Locker Rooms with Showers
Discounted Monthly UT Garage Parking at Rowling Hall Garage (for non-UT students)
Discount Gift Shop offerings
Referral Bonus $
We are owned by UT Austin and managed by Compass Group North America, a diversity growth-oriented organization. Our goal is to improve the quality of work life by using fair and consistent treatment and providing equal growth opportunities for ALL associates. EOE & AA Employer M/F/D/V.
AT&T Hotel and Conference Center participates in E-Verify. Applicants must have valid and legal work authorization in the United States.