FRONT DESK AGENT

Texas Western Hospitality Group•Waco, TX

About The Position

The Front Desk Agent supports hotel operations by welcoming guests, managing reservations and room assignments, handling check-ins and check-outs, processing payments, and providing responsive guest service. The role also supports front-office accounting, communications, sales and marketing efforts, and the cleanliness and upkeep of common areas and the continental breakfast area. The agent is expected to maintain a professional appearance, follow company policies and procedures, and perform other duties as assigned by a supervisor or management.

Responsibilities

Book guest reservations and/or coordinate with the reservation center.
Register guests promptly and courteously, using upselling techniques to maximize room rates; prepare for group check-ins, check-outs, and VIP arrivals.
Greet guests and assign rooms; handle guest records and other confidential information with integrity.
Answer and route calls, take accurate guest messages, and offer and handle wake-up-call requests.
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.
Check guests in and out and process customer payments according to established policies and procedures.
Answer phones promptly, efficiently, and in a friendly manner.
Promote hotel services, facilities, and outlets; 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 creatively to support guest satisfaction.
Resolve minor guest complaints, inform a supervisor of major problems or complaints, disturbances, or unhappy guests, and respond promptly to requests or complaints. Follow up to confirm guest 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 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.