FRONT DESK AGENT

Texas Western Hospitality Group•Tucson, AZ

9d•Onsite

About The Position

The Front Desk Agent welcomes and registers hotel guests, assigns rooms, manages reservations, and processes guest payments. The role supports group check-ins and check-outs, VIP arrivals, and the hotel’s sales and marketing efforts as directed by the General Manager. The agent provides information about hotel amenities, services, events, and nearby attractions; handles guest requests and concerns; and works to ensure guest satisfaction. The position also includes front-desk communications, daily paperwork and cash handling, maintaining cleanliness in common areas and the continental breakfast area, and performing laundry functions as directed. Other duties may be assigned by a supervisor or management.

Responsibilities

Book guest reservations and/or coordinate with the reservation center.
Register guests promptly and courteously, use up-selling techniques, and assign rooms.
Prepare for group check-ins, check-outs, and VIP arrivals.
Handle confidential guest records with integrity.
Answer and route calls, take accurate guest messages, and offer 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.
Ensure the common area and lobby are clean.
Perform laundry functions as directed.
Process customer payments according to established policies and procedures.
Promote hotel services, facilities, and outlets, and stay informed about upcoming hotel and local events and functions.
Answer questions about the property and amenities and direct guests to area attractions and outlets.
Arrange guest transportation to and from the hotel when necessary.
Address guest objections and concerns and work toward guest satisfaction.
Resolve minor guest complaints and inform a supervisor about 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 cashiering and documentation of 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.