FRONT DESK AGENT

TEXAS WESTERN MANAGEMENT PARTNERS•Dallas, TX

15d•Onsite

About The Position

This is a full-time day shift position at Homewood Suites Dallas Downtown in Dallas, TX. The Front Desk Agent is responsible for managing guest reservations, check-ins, and check-outs, ensuring guest satisfaction, and handling various administrative and customer service tasks. This role involves direct guest interaction, problem resolution, and maintaining the cleanliness and presentation of the front desk and lobby areas.

Requirements

Ability to book guest reservations and/or coordinate with reservation center.
Proficiency in registering guests using hotel systems.
Skill in up-selling techniques to maximize room rates.
Ability to prepare for group check-ins, check-outs, and VIP arrivals.
Capability to greet, register, and assign rooms to guests.
Handling of confidential information with integrity.
Answering and routing calls accurately.
Taking guest messages with accuracy.
Assisting with sales and marketing efforts.
Offering and handling wake-up call requests.
Recording pertinent guest information in the pass on log.
Replenishing continental breakfast and maintaining cleanliness of the area.
Ensuring common area/lobby is clean.
Performing laundry functions.
Processing customer payments according to established policies and procedures.
Answering phone in a prompt, efficient, and friendly manner.
Promoting hotel services, facilities, and outlets.
Knowledge of upcoming events/ functions in the hotel and surrounding area.
Answering guest questions about the property and amenities.
Referring and directing guests to area attractions and outlets.
Arranging guest transportation.
Using creative reasoning to overcome guest objections and concerns.
Resolving minor guest complaints.
Responding quickly to guest requests or complaints.
Following up to ensure guest satisfaction.
Completing daily paperwork, including cashing out, documenting adjustments, miscellaneous postings, paid-outs, charges, and check-outs.
Handling departmental accounting of monies, receipts, guest accounts, and credit forms.
Posting all charges.
Completing cashiers report, preparing deposit, and counting cashier bank.
Balancing cash bag at open and closing of each shift.
Transmitting and receiving messages using computer, telephone, email, fax, and switchboard.
Maintaining a professional image through appearance and dress.
Following 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 ensures appropriate action is taken.
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.