FRONT DESK AGENT - FT

Location: Dallas

Reports To: Front Office Managers

Experience Required: Prior experience in a luxury hotel, resort, or hospitality environment.

Markets: Dallas

About Hotel ZaZa

Hotel ZaZa is a collection of luxury boutique hotels recognized for delivering exceptional guest experiences through distinctive accommodations, personalized service, and attention to detail. At Hotel ZaZa Dallas, our associates are passionate about creating memorable moments and exceeding guest expectations in every interaction.

We are seeking a professional, energetic, and service-focused Front Desk Agent to join our Front Office team. This individual serves as one of the primary points of contact for guests and plays a critical role in creating positive first and last impressions while delivering exceptional hospitality consistent with Hotel ZaZa's luxury standards.

Position Overview

The Front Desk Agent is responsible for providing exceptional guest service throughout the guest journey, including check-in, check-out, reservations assistance, and responding to guest requests. This position ensures guests receive a warm welcome, personalized attention, and prompt resolution of concerns while maintaining operational accuracy and efficiency.

The ideal candidate possesses excellent communication skills, a positive attitude, attention to detail, and a passion for delivering memorable guest experiences in a luxury hospitality environment.

Key Responsibilities

• Welcome guests in a warm, professional, and courteous manner.
• Complete guest check-in and check-out processes efficiently and accurately.
• Verify guest information, payment methods, room assignments, and reservation details.
• Provide information regarding hotel amenities, services, dining options, local attractions, and special events.
• Respond promptly and professionally to guest inquiries, requests, and concerns.
• Assist guests with reservations, modifications, cancellations, and special accommodations.
• Maintain accurate guest records and hotel documentation in the property management system (PMS).
• Handle cash, credit card transactions, and billing inquiries with accuracy and accountability.
• Ensure room assignments align with guest preferences, VIP designations, and operational needs.
• Coordinate closely with Housekeeping, Engineering, Food & Beverage, and other departments to fulfill guest requests.
• Monitor room status, availability, and occupancy to support efficient hotel operations.
• Resolve guest concerns professionally and escalate issues to management when appropriate.
• Answer incoming telephone calls and direct inquiries to the appropriate departments.
• Promote hotel services, amenities, upgrades, packages, and loyalty programs when applicable.
• Ensure the front desk, lobby, and work areas remain organized, professional, and guest-ready.
• Maintain confidentiality of guest and company information.
• Follow all company policies, procedures, safety guidelines, and brand standards.
• Attend required meetings and training sessions.
• Perform other duties as assigned by management.

Physical Demands

While performing the duties of this position, the employee is regularly required to:

• Stand;
• Walk;
• Use hands to handle, or feel;
• Reach with hands and arms;
• Climb or balance; stoop, kneel, crouch, or crawl;
• Talk or hear and taste or smell;
• Sitting;
• The employee must regularly lift and/or move up to 25 pounds; ability to push and pull objects
• Specific vision abilities required by this job to see, read, write, and use a computer
• Must be able to communicate with guests in English.

No Job Description for a position can possibly include all duties, which may be requested by guests or required by the hotel. The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager.