FRONT DESK AGENT

Texas Western Hospitality Group•Dallas, TX

6d•Onsite

About The Position

The Front Desk Agent greets and registers hotel guests, assigns rooms, handles reservations, and processes guest check-ins, check-outs, and payments. The role includes preparing for group arrivals and VIPs, promoting hotel services and local attractions, responding to guest questions and requests, and resolving minor complaints while escalating major issues to a supervisor. The agent also completes cashiering and daily paperwork, maintains guest records and communications, and helps keep the lobby and continental breakfast area clean. Other duties may be assigned by a supervisor or management.

Requirements

Team player.
Flexible.
Reliable transportation.
Eager to move up the ladder.
Customer service.

Responsibilities

Book guest reservations and coordinate with the reservation center.
Register guests promptly and courteously, using up-selling techniques to maximize room rates.
Prepare for group check-ins, check-outs, and VIP arrivals.
Greet guests, register them, and assign rooms.
Handle confidential guest information and records with integrity.
Answer and route calls, take accurate guest messages, and provide wake-up calls.
Assist with sales and marketing efforts as directed by the General Manager.
Record pertinent guest information in the pass-on log.
Replenish continental breakfast as needed and keep the area clean.
Keep common areas and the lobby clean.
Perform laundry functions as directed.
Process customer payments according to established policies and procedures.
Answer the phone promptly, efficiently, and in a friendly manner.
Promote hotel services, facilities, and outlets; stay informed about hotel and local events and functions.
Answer questions about the property and amenities, and direct guests to area attractions and outlets.
Arrange transportation to and from the hotel when necessary.
Address guest objections and concerns to support guest satisfaction.
Resolve minor complaints and inform a supervisor of major problems, complaints, disturbances, or unhappy guests.
Respond promptly and appropriately to guest requests or complaints, and follow up to ensure satisfaction.
Complete daily paperwork, including cashing out and documenting adjustments, miscellaneous postings, paid-outs, charges, and check-outs.
Handle departmental accounting for monies, receipts, guest accounts, and other forms of credit; post charges, complete the cashier's report, prepare deposits, and count the cashier bank.
Balance the cash bag at the opening and closing of each shift.
Transmit and receive messages using a computer, telephone, email, fax, and switchboard.
Maintain a professional image through appearance and dress, and follow company policies and procedures.
Perform other duties as assigned by a supervisor or management.