FRONT DESK AGENT

TEXAS WESTERN MANAGEMENT PARTNERS; Lewisville (TX); On-site; USD 28,000 - 40,000; Full time

Job summary

Hilton Garden Inn Dallas Lewisville in Lewisville, TX is seeking a customer-focused front desk associate. You will handle guest reservations, check-ins and check-outs with a courteous, efficient approach and upsell services to maximize revenue.

The role requires strong communication, cash handling, and problem-solving abilities to ensure a seamless guest experience. Responsibilities include answering calls, maintaining guest records, coordinating with housekeeping, and providing local area

Qualifications

• Experience in front desk or guest services preferred.
• Strong communication and problem-solving abilities.
• Ability to handle cash and process payments accurately.

Responsibilities

• Book guest reservations and coordinate with reservation center.
• Register guests and assign rooms, upsell to maximize occupancy and revenue.
• Greet guests, handle check-ins/check-outs and VIP arrivals with courtesy.
• Answer calls, route messages, and support sales and marketing efforts as directed.
• Record guest information accurately and maintain confidentiality of records.
• Keep lobby and breakfast area clean and stocked; perform laundry tasks as needed.
• Process payments following established policies and procedures.
• Provide information on hotel services and local attractions; arrange transportation as needed.
• Respond promptly to guest requests and resolve complaints to ensure satisfaction.

Skills

Customer service

Multitasking

Communication

Cash handling

Education

High school diploma

Job description

Job Details

Job Location: Hilton Garden Inn Dallas Lewisville - Lewisville, TX 75067

Position Type: Full-Time/Part-Time

Job Shift: Any

• 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

Qualifications