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Front Desk Representative

2 months ago

Houston, Texas, 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 Houston West Energy Corridor. As a key member of our hospitality team, you will be responsible for providing exceptional service to our guests, ensuring their stay is comfortable and memorable.

Key Responsibilities
  • Register guests into the hotel in a prompt and courteous manner, utilizing up-selling techniques to maximize room rates
  • Coordinate with the reservation center to ensure seamless guest experiences
  • Handle confidential information with a high degree of integrity, including guest records and sensitive information
  • 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, ensuring guests are well-rested and prepared for their day
  • Record pertinent guest information in the pass on log, maintaining accurate and up-to-date records
  • Replenish continental breakfast as needed, ensuring the area remains clean and well-stocked
  • Ensure the common area/lobby is clean and well-maintained, providing a welcoming atmosphere for guests
  • Perform laundry functions as directed, maintaining a high level of cleanliness and organization
  • Check guests in and out of the hotel, processing customer payments according to established policies and procedures
  • Answer phone calls in a prompt, efficient, and friendly manner, providing exceptional customer service
  • Promote hotel services, facilities, and outlets, becoming knowledgeable of upcoming events and functions in the hotel and surrounding area
  • Answer guest 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, ensuring their safety and convenience
  • Use creative reasoning to overcome guest objections and concerns, ensuring 100% satisfaction
  • Resolve minor guest complaints to the satisfaction of the customer, informing the supervisor of major problems or concerns
  • Respond quickly to guest requests or complaints, taking appropriate action and following up to ensure guest satisfaction
  • Complete daily paperwork, including cashing out, documenting adjustments, and posting charges
  • Handle departmental accounting of monies, receipts, guest accounts, and other forms of credit, posting all charges and completing cashiers reports
  • Balance cash bags at the open and closing of each shift, maintaining accurate records and ensuring security
  • Transmit and receive messages using equipment such as a computer, telephone, email, fax, and switchboard
  • Provide a professional image at all times, maintaining a high level of appearance and dress
  • Follow company policies and procedures, adhering to established guidelines and protocols

Note: Other duties may be assigned by the supervisor or management as needed.