FRONT DESK AGENT

TEXAS WESTERN MANAGEMENT PARTNERS; Austin (TX); On-site; USD 30,000 - 42,000; Full time

Job summary

TEXAS WESTERN MANAGEMENT PARTNERS is seeking a friendly front desk associate to book guest reservations, check guests in and out, and provide exceptional service. You will upsell services, answer phones promptly, and coordinate transportation as needed, while promoting local events and hotel amenities.

You will handle confidential guest information with integrity, balance cash, process payments, and maintain a professional image and lobby area.

Qualifications

• Experience booking guest reservations and check-in/out processes.
• Ability to upsell to maximize room rates.
• Ability to handle confidential guest information with integrity.

Responsibilities

• Register guests and assign rooms for check-in.
• Handle guest inquiries and route calls.
• Promote hotel services and inform guests about local events.
• Coordinate transportation for guests as needed.
• Process payments and balance cash at end of shift.
• Respond promptly to guest requests and resolve complaints.
• Maintain lobby cleanliness and professional image.

Skills

Reservation management

Upselling

Customer service

Cash handling

Phone etiquette

Conflict resolution

Communication skills

Teamwork

Tools

Reservation software

Job description

Books guest reservations and/or coordinates with reservation centerRegisters guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates; prepares for group check-ins, check-outs, and VIP arrivals. Greets, registers, and assigns rooms to guestsHandles confidential information, including guest records, with a high degree of integrityAnswers and routes call as appropriate; takes guest messages with accuracyAssists with sales and marketing efforts as directed by the General ManagerOffers and properly handles requests for wake-up callsRecords pertinent guest information in the pass on logReplenishes continental breakfast as needed and keeps the area cleanEnsures common area/lobby is cleanPerforms laundry functions as directedChecks guests in and out of the hotel; processes customer payments according to established policies and procedures.Answers phone in a prompt, efficient, and friendly manner.Promotes hotel services, facilities, and outlets and becomes informed and knowledgeable of upcoming events/ functions in the hotel and in the surrounding area.Answers guests questions about the property and amenities and are able to refer and direct guests to area attractions and outlets. Arranges for the appropriate transportation of guests to and from the hotel when necessary.Uses creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction.Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.Completes daily paperwork to include cashing out, documenting all adjustments, miscellaneous postings paid-outs, charges and check-outs.Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashiers report, prepares deposit and counts cashier bank.Balances cash bag at open and closing of each shift.Transmits and receives messages using equipment such as a computer, telephone, email, fax, and switchboard.Provides a professional image at all times through appearance and dress.Follows company policies and procedures.Note: Other duties as assigned by supervisor or management