FRONT DESK AGENT 7-3 and 3-11

Texas Western Hospitality Group • Midland, TX

2d • Onsite

About The Position

This role involves managing guest reservations, check-ins, and check-outs, ensuring a positive guest experience, and handling various administrative and operational tasks at the front desk. The Front Desk Agent is responsible for providing excellent customer service, maintaining the cleanliness of common areas, and assisting with sales and marketing efforts.

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 assist with sales and marketing efforts.
• Capability to handle wake-up call requests.
• Proficiency in recording guest information.
• Ability to replenish continental breakfast and maintain cleanliness.
• Skill in performing laundry functions.
• Ability to check guests in and out and process payments.
• Excellent phone etiquette.
• Knowledge of hotel services, facilities, and outlets.
• Ability to answer guest questions and provide local referrals.
• Capability to arrange guest transportation.
• Skill in resolving guest complaints and overcoming objections.
• Ability to respond quickly to guest requests and complaints.
• Proficiency in completing daily paperwork and financial reports.
• Ability to balance cash bag accurately.
• Skill in using communication equipment (computer, telephone, email, fax, switchboard).
• Professional appearance and dress.
• Adherence to company policies and procedures.

Nice To Haves

• Up-selling techniques to maximize room rates.
• Experience with group check-ins, check-outs, and VIP arrivals.
• Knowledge of upcoming events/functions in the hotel and surrounding area.
• Creative reasoning to overcome guest objections and concerns.

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.

What This Job Offers

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