Front Desk Representative

1 week ago

Waco, 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 Courtyard Waco - Waco, TX. As a key member of our hospitality team, 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.
  • Coordinate with the reservation center to book guest reservations and prepare for group check-ins, check-outs, and VIP arrivals.
  • 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 and welcoming environment.
  • Ensure the common area/lobby is clean and well-maintained.
  • Perform laundry functions as directed.
  • 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.
  • 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.
  • 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 balancing the cash bag at the open and closing of each shift.
  • Handle departmental accounting of monies, receipts, guest accounts, and other forms of credit, posting all charges and completing the cashiers report.
  • Provide a professional image at all times through appearance and dress, following company policies and procedures.

What We Offer: A dynamic and supportive work environment, opportunities for growth and development, and a competitive compensation package.

Requirements: A high school diploma or equivalent, excellent communication and interpersonal skills, and the ability to work in a fast-paced environment.

Preferred Qualifications: Previous experience in a hospitality or customer service role, knowledge of hotel operations and policies, and proficiency in computer software and systems.

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