Front Desk Agent

Tandem Hospitality Group, LLC; Austin (TX); On-site; USD 19,000 - 28,000; Full time

Job summary

Tandem Hospitality Group is seeking a Front Desk Agent to deliver quality guest services, from registration and check-out to PBX operations and concierge assistance. The role requires accurate handling of daily accounting procedures, following hospitality standards such as eye contact, a smile, and using guest surnames.

The position involves pre-assigning rooms, handling guest inquiries, and balancing the daily shift bank while ensuring credit policies and procedures are followed.

Qualifications

• High school diploma or equivalent and 6 months to 1 year related experience.
• Ability to read, analyze, and interpret procedure manuals.
• Ability to operate the Property Management System, capture email, and use the PBX system. Must balance the daily shift bank and maintain organization and quality service.
• While performing duties, must stand, walk, and communicate; may lift up to 25 pounds.

Responsibilities

• Provide high level customer service.
• Pre-assign hotel rooms including VIPS, repeat guests, packages, and special requests.
• Check in and check out guests in a confident, professional, and friendly manner.
• Answer phone calls promptly and knowledgeably with complete information.
• Complete all items on the shift checklist and follow key control policies.
• Ensure credit policies are followed and verify credit limit reports.
• Submit lost & found reports for any found items.
• Assist guests with Concierge services and local area knowledge.
• Open, secure, and balance the daily shift bank.

Skills

Customer service

Phone handling

Cash handling

Communication

Education

High school diploma or equivalent

Tools

PBX system

Property Management System

Job description

Job Description

The Front Desk Agent is responsible for providing quality guest services that include registration and check-out, PBX operations, mail and message service. The Front Desk Agent must be accurate with daily accounting procedures. Essential hospitality standards must be used at all times: eye contact, smile, speak first, engage in polite conversation, use the guest surname!

Job Responsibilities

• Consistently provide high level of customer service
• Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests
• Check in and out hotel guests in a confident, professional and friendly manner
• Answer all phone calls promptly and knowledgeably, always ensuring complete and accurate information
• Complete all items on appropriate checklist by end of shift
• Follow established key control policy
• Ensure proper credit policies are followed and verify credit limit report
• Submit all lost & found articles accompanied by a completed lost & found report
• Knowledgeable of immediate area, services, attractions, and events and assist with Concierge services
• Knowledgeable of fire and emergency procedures
• Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty
• Monitor room availability throughout the day
• Review daily the selling status of the hotel using yield management system
• Performs all other duties as directed by immediate supervisor
• Contact with other departments to ensure that hotel services are coordinated to provide the best in guest satisfaction
• Performs other duties as assigned, requested or deemed necessary by management

Job Qualifications

• High school diploma or equivalent; and six months to one-year related experience and/or training
• Ability to read, analyze, and interpret procedure manuals
• Ability to solve practical problems and to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Ability to operate the Property Management System, capture email, and use the PBX system. Must always be accountable for balancing the daily shift bank and maintain organization and demonstrate quality service
• While performing the duties of this job, the employee is regularly required to stand, walk, and communicate
• The employee must occasionally lift and/or move up to 25 pounds.

Source: Tandem Hospitality Group