Front Desk Representative

2 months ago

Tucson, Arizona, United States Texas Western Hospitality Group Full time
Job Summary

We are seeking a highly skilled and customer-focused Front Desk Agent to join our team at the Residence Inn Tucson Airport. As a key member of our hotel staff, you will be responsible for providing exceptional service to our guests, ensuring a seamless and enjoyable stay.

Key Responsibilities
  • Register guests into the hotel in a prompt and courteous manner, utilizing up-selling techniques to maximize room rates
  • Handle confidential information, including guest records, with a high degree of integrity
  • Answer and route calls as appropriate, taking guest messages with accuracy
  • Assist with sales and marketing efforts as directed by the General Manager
  • Offer and properly handle requests for wake-up calls
  • Record pertinent guest information in the pass on log
  • Replenish continental breakfast as needed and maintain a clean area
  • Ensure common area/lobby is clean
  • Perform laundry functions as directed
  • Check guests in and out of the hotel, processing customer payments according to established policies and procedures
  • Answer phone in a prompt, efficient, and friendly manner
  • Promote hotel services, facilities, and outlets, becoming informed and knowledgeable of upcoming events/functions in the hotel and surrounding area
  • Answer guests' questions about the property and amenities, referring and directing guests to area attractions and outlets as needed
  • Arrange for transportation of guests to and from the hotel when necessary
  • Use creative reasoning to overcome guest objections and concerns, ensuring 100% satisfaction
  • Resolve minor guest complaints to the satisfaction of the customer, informing supervisor of major problems, complaints, disturbances, or unhappy guests
  • Respond quickly to guest requests or complaints in a friendly manner, taking appropriate action and following up to ensure guest satisfaction
  • Complete daily paperwork, including cashing out, documenting adjustments, miscellaneous postings, paid-outs, charges, and check-outs
  • Handle departmental accounting of monies, receipts, guest accounts, and other forms of credit, posting all charges, completing cashiers report, preparing deposit, and counting cashier bank
  • Balance cash bag at open and closing of each shift
  • Transmit and receive messages using equipment such as a computer, telephone, email, fax, and switchboard
  • Provide a professional image at all times through appearance and dress
  • Follow company policies and procedures

Note: Other duties as assigned by supervisor or management.

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