FRONT DESK AGENT

TEXAS WESTERN MANAGEMENT PARTNERS; Dallas (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

TEXAS WESTERN MANAGEMENT PARTNERS Dallas is seeking a Front Desk Associate for a full-time, day-shift role at Homewood Suites Dallas Downtown. You will welcome guests, manage check-ins/outs, handle payments, and promote hotel services.

Responsibilities include reservations coordination, guest inquiries, up-selling to maximize room rates, and ensuring a courteous, efficient guest experience in a busy hotel environment.

Responsibilities

• Book guest reservations and coordinate with the reservation center.
• Register guests into the hotel and assign rooms using up-selling techniques.
• Handle confidential guest information with a high degree of integrity.
• Answer and route calls; take guest messages with accuracy.
• Assist with sales and marketing efforts as directed by the GM.
• Provide wake-up calls when requested and document guest data.
• Maintain cleanliness of the lobby and common areas; perform laundry tasks as directed.
• Process guest check-ins/outs and handle payments per policies.
• Promote hotel services and inform guests about local events and attractions.
• Coordinate guest transportation when needed and resolve issues promptly.

Job description

Job Details

Job Location: Homewood Suites Dallas Downtown - Dallas, TX 75202, Position Type: Full Time, Job Shift: Day

Responsibilities

• Books guest reservations and/or coordinates with reservation center
• Registers 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 guests
• Handles confidential information, including guest records, with a high degree of integrity
• Answers and routes call as appropriate; takes guest messages with accuracy
• Assists with sales and marketing efforts as directed by the General Manager
• Offers and properly handles requests for wake-up calls
• Records pertinent guest information in the pass on log
• Replenishes continental breakfast as needed and keeps the area clean
• Ensures common area/lobby is clean
• Performs laundry functions as directed
• Checks 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