Guest Service/Front Desk Agents
NYLO Dallas/Las Colinas - Irving, TX

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POSITION TITLE: Guest Service Agent

TITLE OF IMMEDIATE SUPERVISOR: Front Desk Manage/Rooms Director

POSITION SUMMARY: Responsible for registering guest, assign to rooms, and checking out guests in a prompt and courteous manner. You must be able to furnish varied and routine information to guests and fellow employees in a courteous, pleasant and tactful manner.


  • Flexible to work varies shifts.
  • Follow time/attendance guidelines.
  • Participates in daily line up.
  • Review front office log and initial off on information.
  • Review personal NYLO email account throughout shift to identify open tasks such as SynXis-Reservations.
  • Handle any pertinent tasks for the front office to ensure tasks are completed prior to shift end to eliminate pass on work.
  • Complete shift report and file away.
  • Have full knowledge and understanding of pertinent front office documents (reg cards, crew logs and transportation log etc.).
  • Verifies issued bank amount is correct and receives change daily. Petty cash must be turned in within 48hrs of receiving a receipt.
  • Generates current house status.
  • Compares housekeeping report to house status, resolves discrepancies with housekeeping, and performs daily bucket checks. All due outs should be cleared prior to 3pm daily excluding Crew rooms.
  • To handle all incoming reservations and record properly.
  • Checks in guests, establishes credit and assigns rooms according to standard operating procedures.
  • Verifies guest history information, issues guest room key, and answers guest inquiries.
  • Answers switchboard promptly, relaying calls and recording messages.
  • Receives and sorts incoming mail and prepares outgoing mail.
  • Pre-blocks and pre-registers groups or tours as assigned.
  • Receives documents and places wake-up calls.
  • Post any and all incidental charges to guest folios.
  • Checks out guests, finalizes folio, collects proper payment, and obtains guest room key.
  • Resolves customer complaints, recording specific complaint information.
  • Maintains and cleans immediate work area.
  • Balances bank at the end of shift and prepares cash drop and records on Cash Drop Log.
  • Records significant information to Front Desk Log.
  • Transport hotel guests within a five mile radius, or as directed. Nextel Communication is required when transporting guests. Vehicle inspection is conducted twice daily.
  • Maintains compliance with company policies, practices, procedures and safety standards.
  • Inspects all conference rooms and common areas each day to ensure security standards are met.
  • Reports to work professionally groomed in proper uniform, which is cleaned and pressed.
  • To be familiar with local competition and rates.
  • To attend and participate in staff meetings.
  • To be familiar with the local areas surrounding the hotel with regards to restaurants, gas stations, etc.
  • To handle inquiries, both phone and in person, giving property tours when at all possible.
  • To perform daily, area hotel availability checks.
  • Performs other duties as needed or assigned.

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