FRONT DESK AGENT

Texas Western Hospitality Group•Arlington, TX

29d•Onsite

About The Position

The Front Desk Agent is responsible for registering guests, handling confidential information, answering calls, assisting with sales and marketing, and ensuring guest satisfaction. This role involves managing guest reservations, processing payments, and maintaining the cleanliness of common areas. The agent will also be responsible for daily paperwork, departmental accounting, and using various communication equipment.

Requirements

Ability to handle confidential information with integrity.
Ability to answer and route calls accurately.
Ability to assist with sales and marketing efforts.
Ability to handle requests for wake-up calls.
Ability to record pertinent guest information.
Ability to replenish continental breakfast and keep the area clean.
Ability to keep common area/lobby clean.
Ability to perform laundry functions.
Ability to check guests in and out of the hotel.
Ability to process customer payments according to established policies and procedures.
Ability to answer the phone in a prompt, efficient, and friendly manner.
Ability to promote hotel services, facilities, and outlets.
Knowledge of upcoming events/ functions in the hotel and surrounding area.
Ability to answer guest questions about the property and amenities.
Ability to refer and direct guests to area attractions and outlets.
Ability to arrange transportation for guests.
Ability to use creative reasoning to overcome guest objections and concerns.
Ability to resolve minor guest complaints.
Ability to inform supervisor of major problems, complaints, disturbances or unhappy guests.
Ability to respond quickly to guest requests or complaints.
Ability to follow up to ensure guest satisfaction.
Ability to complete daily paperwork.
Ability to handle departmental accounting of monies, receipts, guest accounts and other forms of credit.
Ability to post all charges.
Ability to complete cashiers report, prepare deposit and count cashier bank.
Ability to balance cash bag at open and closing of each shift.
Ability to transmit and receive messages using equipment such as a computer, telephone, email, fax, and switchboard.
Ability to provide a professional image at all times through appearance and dress.
Ability to follow company policies and procedures.

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.