Front Desk Agent Jobs in Cibolo, TX

. This position is a full-time hourly non-exempt position that reports day to day to the Reservations Supervisor and directly to the Director of Front Office Operations and to the Manager on Duty or “MOD” in the Director's absence. The Reservations Agent's job will include the primary responsibilities as follows: Upholds and adheres to Hotel Emma's Vision, Core Values, Service Promises and Storymakers Maintains knowledge of daily house count, arrivals/departures, VIPs, scheduled in-house group activities, locations and times Maintains complete knowledge of guest room types, locations and room numbers/names Handles incoming telephone calls with an emphasis on guest service according to the Standard Operating Procedure for Telephone Etiquette, communicating information, and influencing call conversions Processes work order/guest requests through designated systems and channels Handles incoming telephone calls and internal telephone calls from guest rooms and other hotel departments; fields guest requests in a professional, proactive manner Familiarity with all Hotel services, features and local attractions, activities to respond to guest inquiries accurately Sells, coordinates and advises guests in creating a room reservation utilizing suggestive selling techniques and following all departmental standards Take guest food & beverage orders, utilizing suggestive selling techniques and following all departmental standards; ensures accuracy of guest name(s) and room number(s) of each order for delivery. Inputs orders into Point of Sale (POS) system; ensures authorization for room charges Actively responds to all guest room and Food & Beverage Outlet reservation inquiries in a professional manner according to the Standard Operating Procedures Maintains knowledge of alcoholic and non-alcoholic beverages brands on hotel menu; maintains knowledge of particular characteristics and descriptions of hotel's wine list Maintains knowledge of hotel menu items and its details in order to answer guest questions (example: preparation methods, ingredients, sauces, preparation time, garnishes, presentation and prices) Answer other telephone call inquiries as required according to Hotel standards and Service Promises Answer all email inquiries as required according to Hotel standards and Service Promises Resolves guest complaints, ensuring guest satisfaction and briefing the Manager on Duty (MOD) Actively responds to all guest room and Food & Beverage Outlets' reservation inquiries in a professional manner according to the Standard Operating Procedure Provides support to the Reservations Supervisor/Group Rooms Coordinator where necessary which includes and not limited to working on rooming lists, researching and updating profiles to identify VIPs and setting up billing Works closely with co-workers to complete checklists Works closely with the Guest Service Agents (Bell and Valet) to coordinate guest requests for the House car Reservations Agent Job Description (cont.) Work closely with Loss Prevention for incoming guest packages to notify guest according to the Standard Operating Procedure Processes work orders/guest requests through designated systems and channels Interacts with other team members in a professional manner, and assists other departments as needed Communicates all pertinent information to the Front Office Management Team (MODs) Reports to work for scheduled shifts, on time and in accordance with the Hotel's Attendance policy Knowledge of all emergency procedures and hotel policies and ability to communicate necessary information to guests and associates alike when taking phone calls during emergency situations Performs job as assigned and in accordance with department and hotel goals Knows and complies with Hotel Emma policies and procedures pertaining to this position and its duties Other duties as assigned as they relate to the primary job functions and responsibilities as stated above or as business needs arise The Reservations Agent's job will also include the responsibilities as follows: Attend regular Hotel meetings as requested Regular 1:1 meetings with managers, supervisors and leaders as requested Hotel Emma's Reservations Agent must have the following skills, requirements and experience: 1 - 3 years hotel reservations or related customer service experience; luxury hotel experience preferred Prior hotel reservations sales experience preferred The ability to work on site in the Hotel's Reservations office and communicate verbally via telephone The ability to work in a team environment The ability to meet deadlines, be detail oriented and demonstrate time management and office skills Proficiency in Microsoft Office and other relevant Hotel systems and programs Excellent communication skills; excellent written, verbal and listening skills in English The ability to communicate effectively in English on the telephone for any internal or external inquiry and in order to complete a Hotel room reservation Telephone sales skills in order to complete hotel reservations according to standards and goals The ability to excel in working in a fast-paced environment onsite in Hotel Emma's Reservations office and hotel department areas; must be able to work a full-time schedule at the Hotel, work at a desk and spend time in other areas of the Hotel as needed The ability to work a schedule based on 24/7 Hotel operational and business demands, and to attend necessary training as the position requires The ability to do light physical work in an office environment The ability to attend meetings with other departments and colleagues The above description includes the primary responsibilities, functions and requirements of the Hotel Emma Reservations Agent job, and may not be a detailed description of all of the work, processes and duties required for the job. Any questions regarding the job or its description may be referred to Talent & Culture. The Reservations Agent must be an Emma Strong associate and Storymaker, contributing to Hotel Emma's Vision of making dreams come true.