Front Desk Agent

Role overview

Sincere Hospitality is looking to add a Front Desk Agent to its team in Pflugerville, Texas. The company is a newly established management organization built around putting people first and creating a culture rooted in care, respect, and authentic hospitality for guests, staff, and the surrounding community.

This role is the first point of contact for guests and plays an important part in shaping their stay. In addition to handling front desk and administrative work, the position requires familiarity with hotel brand standards, guest expectations, and the local area. The role reports to the Front Desk Supervisor and General Manager.

What the role involves

• Welcome guests in a warm, professional manner and support smooth arrival and departure experiences.
• Protect confidential information, including guest records, with care and integrity.
• Answer and direct phone calls, emails, and walk-in questions, and accurately relay guest messages.
• Handle cash drawer balances and transaction processing during the shift.
• Keep hotel systems, including the PMS, current and accurate.
• Respond to guest requests and complaints quickly and courteously while working within hotel policies.
• Keep the lobby, entry area, and shared spaces clean, orderly, and presentable.
• Provide helpful, courteous assistance to guests and make sure their concerns are addressed.
• Gather guest feedback, share compliments with the team, and note opportunities for improvement.
• Carry out check-in and check-out procedures accurately and efficiently.
• Manage reservations, cancellations, and room assignments to support occupancy goals.
• Verify reservation details and billing information for accuracy.
• Update room status and guest-request information in hotel systems.
• Balance multiple priorities such as guest service, calls, and administrative duties.
• Maintain a neat and organized front desk area that supports a positive guest impression.
• Coordinate effectively with housekeeping, maintenance, and other departments so operations run smoothly.
• Work with teammates to solve problems and reduce repeat issues.
• Escalate more complex matters to the appropriate supervisor or department when needed.

Benefits

• Competitive wages.
• Vacation time and paid time off.
• Discounted hotel stays at brand properties.
• Holiday pay for shifts worked on holidays.
• Paid birthday day off.
• Referral bonus opportunities.
• Access to a benefits package through Isolved, including dental, vision, term life, short-term disability, accident, critical illness, hospital indemnity, long-term care with life insurance, legal services, pet wellness, and travel insurance.

Performance expectations

• Complete core duties on time and understand how they affect the business.
• Use initiative, knowledge, and problem-solving skills to reach goals.
• Communicate clearly and build positive working relationships.
• Arrive on time and follow the attendance policy.
• Follow documentation and communication procedures for important information.
• Support guest service results, including loyalty recognition, arrival experience, and overall service scores.

Qualifications

• High school diploma or GED.
• Comfort using Microsoft Office applications.
• Availability for morning and evening shifts.
• Ability to work weekends and holidays.

Physical requirements

This position involves extended periods of standing and regular use of the hands and arms. The employee may also need to walk, bend, sit, climb, balance, kneel, crouch, crawl, and communicate verbally or by hearing. The role requires regularly lifting up to 10 pounds and occasionally moving up to 50 pounds. Reasonable accommodations may be made for individuals with disabilities.

Additional notes

This job summary is not a complete list of duties. Responsibilities may be updated, changed, or expanded at any time with or without notice, and other tasks may be assigned as needed. Sincere Hospitality is an equal opportunity employer and welcomes diversity. Hiring decisions are made without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.