Front Office Agent (Saint Augustine)

Houston, TX, USA|

Job Overview

Benefits

Medical

Dental

Vision

401K with company match

Complimentary and discounted nights

friends and family room rates

Free parking

Generous Paid Time Off

Wellbeing initiatives

Employee Discounts

Job Description

Hotel Saint Augustine is a distinguished 71-room boutique hotel located in the vibrant heart of the Montrose neighborhood in Houston, Texas. Comprising five charming small buildings, the property features an all-day restaurant, a sophisticated lobby bar, and an intimate event space, all inspired by the unique spirit and culture of Houston. The hotel seamlessly blends old world charm with modern innovation, reflecting the city’s rich diversity and forward-thinking sensibility. As part of the esteemed Bunkhouse/Hyatt family, Hotel Saint Augustine prides itself on delivering exceptional hospitality experiences while fostering a welcoming and creative environment for both staff and guests.

Hotel Saint Augustine is currently seeking an enthusiastic Front Office Agent to join our dedicated front office team. This role embodies the heart of our guest experience, acting as the first point of contact for visitors and representing the hotel's commitment to exceptional service and creative hospitality. The Front Office Agent plays a vital part in ensuring a smooth guest registration process while providing clear communication on hotel services and promotions. Duties include welcoming guests warmly, assisting with room selections and registration, handling payments accurately, managing guest inquiries, and resolving concerns with professionalism and diplomacy.

This position demands an individual passionate about guest interaction, equipped with excellent interpersonal skills, and capable of multi-tasking in a dynamic environment. The Front Office Agent at Hotel Saint Augustine will be entrusted with maintaining positive guest relations, coordinating with the broader hotel team, and seamlessly managing various administrative tasks to enhance overall guest satisfaction. The role also requires flexibility in scheduling, including availability for afternoon, evening, weekend, and holiday shifts to accommodate the cyclical demands of the hospitality industry.

The successful candidate will embrace Hotel Saint Augustine’s values of creativity and exceptional guest service, contributing to a vibrant team culture and a memorable guest experience. This opportunity offers a stepping stone for career development within the Bunkhouse/Hyatt portfolio, fostering professional growth in a supportive and innovative setting. Candidates joining our team will benefit from comprehensive training and support to excel in their role and contribute meaningfully to the hotel's mission and vision.

Job Requirements

High school diploma or equivalent
one year of hospitality or customer-facing experience preferred
full availability for afternoon and evening shifts
flexibility to work mornings, weekends, and holidays
ability to perform moderately complex mathematical calculations accurately
excellent communication skills
ability to remain calm under pressure
physical ability to stand and move extensively
proficiency with moderately complex computer systems
strong problem-solving and conflict resolution skills
ability to maintain professional appearance
willingness to work varying schedules to meet hotel business needs

Job Qualifications

One year of hospitality or customer-facing experience preferred
full afternoon/evening availability for PM schedule with preferred flexibility to work mornings, weekends, and holidays
considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
ability to effectively deal with internal and external customers requiring patience, tact, and diplomacy
ability to stand and move throughout front office and continuously perform essential job functions
ability to read, listen, and communicate effectively both verbally and in writing
ability to access and accurately input information using a moderately complex computer system
hearing and visual ability to observe and detect signs of emergency situations
any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides required knowledge skills and abilities
all employees must maintain a neat and professional appearance in accordance with company guidelines

Job Duties

Greet guests immediately with a friendly and sincere welcome
complete the registration process by inputting and retrieving information with routine difficulty from a computer system
confirm pertinent information including number of guests and room rate
make appropriate selection of rooms based on guest needs
code electronic keys
verify and accurately imprint credit cards for authorization using electronic acceptance methods
post charges to guest rooms and house accounts using the computer
promptly answer the telephone using positive and clear communication
input messages into the system
retrieve messages and communicate the content to the guest
close guest accounts at time of check out and ascertain satisfaction
negotiate compromises including authorizing revenue allowances if needed
field guest complaints, conducting thorough research to develop most effective solutions and negotiate results
listen and extend assistance to resolve problems such as price conflicts, insufficient heating or air conditioning
remain calm and alert especially during emergency situations and heavy hotel activity
work varying schedules to reflect business needs of the hotel
maintain familiarity with all property functions and outlet operations to market property to guests positively
direct guest flow through hotel giving assistance and directions
listen and respond to guest inquiries using a positive, clear speaking voice
answer questions and offer assistance
perform other tasks and duties as needed or as directed