Front Desk Representative

3 weeks ago


Abilene, Texas, United States Texas Western Hospitality Group Full time
Job Summary

As a Front Desk Agent with Texas Western Hospitality Group, you will be responsible for providing exceptional customer service to our guests. Your primary duties will include registering guests, handling reservations, and ensuring a smooth check-in and check-out process.

Key Responsibilities
  • Register guests into the hotel in a prompt and courteous manner
  • Handle reservations and coordinate with the reservation center
  • Prepare for group check-ins, check-outs, and VIP arrivals
  • 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 keep the area clean
  • Ensure common area/lobby is clean
  • Perform laundry functions as directed
  • Check guests in and out of the hotel; process customer payments according to established policies and procedures
  • Answer phone in a prompt, efficient, and friendly manner
  • Promote hotel services, facilities, and outlets and become informed and knowledgeable of upcoming events/functions in the hotel and in the surrounding area
  • Answer guests' questions about the property and amenities and refer and direct guests to area attractions and outlets
  • Arrange for the appropriate transportation of guests to and from the hotel when necessary
  • Use creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction
  • Resolve minor guest complaints to the satisfaction of the customer; inform supervisor of major problems, complaints, disturbances, or unhappy guests
  • Respond quickly to guest requests or complaints in a friendly manner and take appropriate action
  • Follow up to ensure guest satisfaction
  • Complete daily paperwork to include cashing out, documenting all adjustments, miscellaneous postings paid-outs, charges, and check-outs
  • 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
  • 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

Requirements
  • Team player: Works well as a member of a group
  • Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
  • Dedicated: Devoted to a task or purpose with loyalty or integrity
  • Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals


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