Lead Front Desk Agent in Wichita Falls, Texas at O'Reilly Hospitality Management LLC

JOIN OUR TEAM!

We are proudly managed by O’Reilly Hospitality Management, LLC ("OHM")

At OHM, we are:

• A forward-thinking (and growing) company offering opportunities to engage your passions through sustainability efforts, health & wellness, community
  involvement, & philanthropic outreach efforts.
• Committed to empowering Team Members throughout all levels of leadership. Every Team Member has the opportunity to contribute in a unique way, making a real impact.
• Seeking supportive, collaborative, detailed-oriented people to join our team!

At OHM, we offer:

• 401(k) & Roth 401(k) with company match – full-time and part-time Team Members are eligible!
• Health, Dental, Vision & Life Insurance
• Paid Time Off, including Paid Parental Leave
• Growth Potential and Career Advancement
• Hotel/Restaurant Travel Perks & Discounts!

Never wait for a paycheck again! OHM Team Members can sign up for earned wage access through DailyPay on day one!

Now Hiring: Lead Front Desk Agent
Location: Fairfield Inn & Suites, Wichita Falls

Lead Guest Service Representative.pdf

Essential Responsibilities:

• Provides shift leadership and operational support to the Front Desk team in the absence of a manager by assisting with workflow, answering questions, and helping ensure efficient daily operations.
• Leads by example in providing world-class guest service, creating a welcoming, friendly, and professional experience for every guest.
• Greets guests, completes check-in and check-out procedures, assigns guest rooms, and issues room keys while maintaining guest privacy and security.
• Assists in resolving guest concerns, requests, and service recovery situations promptly and professionally, escalating issues to management when appropriate.
• Answers questions regarding hotel services, amenities, local attractions, dining, shopping, transportation, and travel directions.
• Maintains accurate guest accounts, room availability, reservations, and other front desk records using the property's property management system.
• Processes guest payments, posts charges, balances cash transactions, and prepares deposits in accordance with company policies and procedures.
• Makes, modifies, and cancels guest reservations and assists with special requests to enhance the guest experience.
• Safeguards guest information and valuables in accordance with company policies and established security procedures.
• Understands and consistently follows hotel policies regarding cash handling, credit card transactions, guest privacy, and security.
• Communicates effectively with all hotel departments to ensure seamless operations and exceptional guest service.
• Assists with the training and onboarding of new Front Desk team members by demonstrating proper procedures, service standards, and company expectations.
• Maintains regular attendance, reports to work on time in proper uniform, and complies with all company policies, brand standards, and safety procedures.
• Performs other duties as assigned to support hotel operations and provides an exceptional guest experience.
• Embraces O’Reach, OHX Experience, Green Team, Guest Service, Team Member Satisfaction, Health & Wellness, and Safety culture.

Skills & Abilities

• Demonstrates exceptional guest service skills with a commitment to providing world-class hospitality.
• Strong leadership, interpersonal, and communication skills with the ability to provide guidance and support to team members during assigned shifts.
• Excellent verbal and written communication skills.
• Ability to resolve guest concerns professionally and make sound decisions in a fast-paced environment.
• Strong organizational skills with the ability to prioritize, multitask, and adapt to changing business needs.
• Ability to maintain professionalism, discretion, and a positive attitude while working with guests, team members, and leadership.
• Proficient in hotel property management systems (PMS), Microsoft Office, and other hotel technology platforms.
• Basic math, cash handling, and computer skills.

Education & Experience

• High school diploma or GED preferred.
• Minimum of one (1) year of front desk, guest service, or hospitality experience required.
• Previous experience serving as a lead, trainer, or shift leader in a hotel or customer service environment preferred.
• Experience using a hotel Property Management System (PMS) preferred.
• An equivalent combination of education and experience may be considered.

Hours:

• May be required to work evenings, weekends, holidays, and overtime based on business needs.

Physical Requirements

• Ability to stand and walk for extended periods throughout the workday.
• Frequently uses hands and fingers for keyboarding, operating office equipment, handling documents, and processing guest transactions.
• Frequently reaches, grasps, bends, stoops, twists, and performs repetitive hand and wrist movements.
• Occasionally lifts, carries, pushes, or pulls up to 40 pounds and may be required to lift more than 40 pounds with assistance.
• Ability to move throughout the hotel to assist guests and support daily operations.
• Requires close vision, distance vision, and the ability to read computer screens, printed materials, and guest documentation.
• Frequently communicates in person and by telephone and must be able to exchange accurate information with guests, team members, and vendors.

Work Conditions:

• Inside work environment. Not substantially exposed to adverse conditions.

O’Reilly Hospitality Management, LLC, is an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, genetic information, disability, protected veteran status or other protected classifications.