FRONT DESK AGENT

Texas Western Hospitality Group • Fort Worth, TX

4d • Onsite

About The Position

The Front Desk Agent is responsible for managing guest reservations, registering guests, and ensuring a positive guest experience. This role involves handling guest inquiries, processing payments, and maintaining the cleanliness and organization of the front desk and common areas. The agent will also assist with sales and marketing efforts, resolve guest complaints, and complete daily administrative tasks.

Requirements

• Ability to books guest reservations and/or coordinates with reservation center.
• Ability to register guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates.
• Ability to prepare for group check-ins, check-outs, and VIP arrivals.
• Ability to greet, register, and assign rooms to guests.
• Ability to handle confidential information, including guest records, with a high degree of integrity.
• Ability to answer and route calls as appropriate; take guest messages with accuracy.
• Ability to assist with sales and marketing efforts as directed by the General Manager.
• Ability to offer and properly handle requests for wake-up calls.
• Ability to record pertinent guest information in the pass on log.
• Ability to replenish continental breakfast as needed and keep the area clean.
• Ability to ensure common area/lobby is clean.
• Ability to perform laundry functions as directed.
• Ability to check guests in and out of the hotel; process customer payments according to established policies and procedures.
• Ability to answer phone in a prompt, efficient, and friendly manner.
• Ability to promote hotel services, facilities, and outlets and become informed and knowledgeable of upcoming events/ functions in the hotel and in the surrounding area.
• Ability to answer guests questions about the property and amenities and be able to refer and direct guests to area attractions and outlets.
• Ability to arrange for the appropriate transportation of guests to and from the hotel when necessary.
• Ability to use creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction.
• Ability to resolve minor guest complaints to the satisfaction of the customer; inform supervisor of major problems, complaints, disturbances or unhappy guests.
• Ability to respond quickly to guest requests or complaints in a friendly manner and take appropriate action.
• Ability to follow up to ensure guest satisfaction.
• Ability to complete daily paperwork to include cashing out, documenting all adjustments, miscellaneous postings paid-outs, charges and check-outs.
• Ability to handle departmental accounting of monies, receipts, guest accounts and other forms of credit; post all charges; 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 takes appropriate action.
• 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