What are the responsibilities and job description for the FRONT DESK AGENT position at Texas Western Hospitality Group?
MUST BE ABLE TO WORK WEEKENDS and WEEKDAYS 7am-3pm and 3pm-11pm
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 call 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 are 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.
Respond quickly to guest requests or complaints in a friendly manner and 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.
Note: Other duties as assigned by supervisor or management