Job Description

Job Location: Cotton Court - Lubbock, TX 79401,

Position Type: Full Time, ROLE DESCRIPTION

Position: Front Desk Agent

WE NEED BIG STARS LIKE YOU!!!

Our hotels are unique, and we are looking for outstanding talent to provide exceptional customer service to our team. Cotton Court is a collection of hotels are created for today’s passionate traveler, each of our hotels are intentionally built to showcase modern design and classic character. We are looking for team members who are ready to be empowered to go above and beyond...

Status: Non-Exempt

Reports to: Front Office Manager

JOB SUMMARY

The Front Desk Agent is responsible for providing exceptional customer service by assisting guests with check-in, check-out, and other inquiries. This role supports the team by ensuring a smooth and welcoming experience for all guests, contributing to the overall operations of the hotel.

ESSENTIAL DUTIES & FUNCTIONS

• Operational Responsibilities
• Perform check-in and check-out procedures efficiently
• Handle reservations, cancellations and guest inquiries
• Maintain the cleanliness and organization of the front desk area
• Assist guests with luggage as needed
• Assist with parking/retrieving guest vehicles in a safe and efficient manner
• Guest Services
• Greet guests warmly and provide excellent customer service. Following 18 core standards and Valencia’s 5 star ingredients
• Respond to guest inquiries and resolve any issues or complaints
• Ensure guest satisfaction by accommodating special requests
• Team Support and Training
• Assist in training new front desk agents as needed.
• Support team performance by collaborating with colleagues.
• Communication and Reporting
• Communicate effectively with the Front Office Manager and other departments.
• Report any incidents or safety concerns immediately
• Safety & Compliance
• Follow all hotel policies and procedures.
• Adhere to safety standards and maintain a safe working environment.

Qualifications: ESSENTIAL SKILLS AND QUALIFICATIONS

• Strong verbal and written communication skills
• Effective time management and problem-solving skills
• Ability to work well with a team and demonstrate attention to detail
• Excellent organizational skills and interpersonal abilities
• Previous experience in a front desk role or hospitality setting preferred
• Certification of TABC & Food Handlers required

Physical Requirements

• Standing/Walking: Frequent, including standing for long periods of time
• Lifting/Carrying: Up to 50 lbs., such as supplies and luggage
• Other Physical Requirements: handling, grasping, and crouching as needed

Working Environment

• Interior: front desk and lobby area

BASICS

• Maintain cleanliness and organization in all work areas
• Display courteous behavior with guests and team members
• Report any unsafe conditions immediately
• Ensure hotel equipment is in proper working condition
• Attend require meetings
• Follow company policies and procedures
• Perform any additional duties as assigned by the supervisor

CANDIDATE PROFILE

Education and Experience

• High school diploma or equivalent required
• Previous experience in a front desk or customer service role is preferred.