FRONT DESK AGENT

Texas Western Hospitality Group • Arlington, TX

9d • Onsite

About The Position

This role involves managing guest reservations, check-ins, and check-outs, ensuring a positive guest experience. Responsibilities include handling guest inquiries, processing payments, maintaining lobby cleanliness, and assisting with hotel services and local information. The Front Desk Agent is also responsible for departmental accounting, balancing cash, and maintaining a professional appearance.

Requirements

• Ability to book guest reservations.
• Ability to register guests and assign rooms.
• Proficiency in handling confidential information with integrity.
• Skill in answering and routing calls accurately.
• Ability to take accurate guest messages.
• Capability to assist with sales and marketing efforts.
• Proficiency in handling wake-up call requests.
• Ability to record pertinent guest information in a pass-on log.
• Skill in replenishing continental breakfast and maintaining cleanliness.
• Ability to keep common areas/lobby clean.
• Capability to perform laundry functions.
• Proficiency in checking guests in and out.
• Skill in processing customer payments according to established policies and procedures.
• Ability to answer the phone promptly, efficiently, and in a friendly manner.
• Knowledge of hotel services, facilities, and outlets.
• Awareness of upcoming events/functions in the hotel and surrounding area.
• Ability to answer guest questions about the property and amenities.
• Skill in referring and directing guests to area attractions and outlets.
• Capability to arrange guest transportation.
• Ability to use creative reasoning to overcome guest objections and concerns.
• Skill in resolving minor guest complaints.
• Ability to inform supervisor of major problems, complaints, disturbances, or unhappy guests.
• Capability to respond quickly to guest requests or complaints.
• Ability to follow up to ensure guest satisfaction.
• Proficiency in completing daily paperwork, including cashing out, documenting adjustments, miscellaneous postings, paid-outs, charges, and check-outs.
• Skill in handling departmental accounting of monies, receipts, guest accounts, and other forms of credit.
• Ability to post all charges.
• Proficiency in completing the cashiers report, preparing deposits, and counting the cashier bank.
• Ability to balance the cash bag at the open and closing of each shift.
• Skill in transmitting and receiving messages using equipment such as a computer, telephone, email, fax, and switchboard.
• Ability to provide a professional image at all times through appearance and dress.
• Adherence to company policies and procedures.

Responsibilities

• Books guest reservations and/or coordinates with reservation center.
• Registers guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates.
• Prepares for group check-ins, check-outs, and VIP arrivals.
• Greets, registers, and assigns rooms to guests.
• Handles confidential information, including guest records, with a high degree of integrity.
• Answers and routes calls as appropriate; takes guest messages with accuracy.
• Assists with sales and marketing efforts as directed by the General Manager.
• Offers and properly handles requests for wake-up calls.
• Records pertinent guest information in the pass on log.
• Replenishes continental breakfast as needed and keeps the area clean.
• Ensures common area/lobby is clean.
• Performs laundry functions as directed.
• Checks guests in and out of the hotel; processes customer payments according to established policies and procedures.
• Answers phone in a prompt, efficient, and friendly manner.
• Promotes hotel services, facilities, and outlets and becomes informed and knowledgeable of upcoming events/ functions in the hotel and in the surrounding area.
• Answers guests questions about the property and amenities and is able to refer and direct guests to area attractions and outlets.
• Arranges for the appropriate transportation of guests to and from the hotel when necessary.
• Uses creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction.
• Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.
• Responds quickly to guest requests or complaints in a friendly manner and takes appropriate action.
• Follows up to ensure guest satisfaction.
• Completes daily paperwork to include cashing out, documenting all adjustments, miscellaneous postings paid-outs, charges and check-outs.
• Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashiers report, prepares deposit and counts cashier bank.
• Balances cash bag at open and closing of each shift.
• Transmits and receives messages using equipment such as a computer, telephone, email, fax, and switchboard.
• Provides a professional image at all times through appearance and dress.
• Follows company policies and procedures.
• Performs other duties as assigned by supervisor or management.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed