FRONT DESK AGENT

TEXAS WESTERN MANAGEMENT PARTNERS•Arlington, TX

29d•Onsite

About The Position

The Front Desk Agent welcomes and assists hotel guests, manages reservations and room assignments, and handles check-in and check-out processes in a prompt and courteous manner. The role uses upselling techniques to maximize room rates and prepares for group arrivals, departures, and VIP guests. The agent answers and routes calls, manages guest messages and records, provides information about hotel amenities and nearby attractions, and arranges transportation when needed. The position also responds to guest requests and complaints, follows up to ensure satisfaction, promotes hotel services and events, and supports sales and marketing efforts as directed by the General Manager. Additional duties include maintaining the lobby and continental breakfast area, performing laundry functions as directed, completing daily paperwork and cashiering tasks, and following company policies and procedures. Other duties may be assigned by a supervisor or management.

Responsibilities

Book guest reservations and/or coordinate with the reservation center.
Register guests, assign rooms, and process check-ins and check-outs promptly and courteously.
Use upselling techniques to maximize room rates and prepare for group check-ins, check-outs, and VIP arrivals.
Handle confidential guest information with integrity.
Answer and route calls, take accurate guest messages, and offer wake-up calls.
Record pertinent guest information in the pass-on log.
Assist with sales and marketing efforts as directed by the General Manager.
Replenish continental breakfast as needed and keep the area clean.
Keep the common area and lobby 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 appropriate guest transportation to and from the hotel when necessary.
Address guest objections and concerns and work to ensure guest satisfaction.
Resolve minor guest 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 of monies, receipts, guest accounts, and other forms of credit; post charges; complete cashier reports; 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.
Follow company policies and procedures.
Perform other duties as assigned by a supervisor or management.