FRONT DESK AGENT

Texas Western Hospitality Group•Austin, TX

6d•Onsite

About The Position

The Front Desk Agent supports hotel guests throughout their stay by handling reservations, check-in and check-out, payments, guest requests, and front-desk communications. The role includes preparing for group arrivals, departures, and VIPs; promoting hotel services and local attractions; and maintaining a professional, courteous manner while protecting confidential guest information. The position also involves front-desk accounting and shift paperwork, keeping the lobby and continental breakfast area clean, and performing laundry functions as directed. The agent follows company policies and procedures and may be assigned other duties 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 and check-outs and VIP arrivals.
Greet guests, register them, and assign rooms.
Handle confidential guest information, including records, with integrity.
Answer and route calls, take accurate messages, and handle wake-up call requests.
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.
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.
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 to ensure guest satisfaction.
Resolve minor guest complaints and inform a supervisor of major problems, complaints, disturbances, or unhappy guests.
Respond promptly and courteously to guest requests or complaints, take appropriate action, 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 for money, 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.