FRONT DESK AGENT

Texas Western Hospitality Group; Lewisville (TX); On-site; USD 35,000 - 42,000; Full time

Job summary

Texas Western Hospitality Group operates the Hilton Garden Inn Dallas Lewisville in Lewisville, TX. This Front Desk position welcomes guests, handles check-ins/outs, answers calls, and promotes hotel services with a courteous, professional demeanor.

Responsibilities include registering guests, handling payments, coordinating reservations, assisting with wake-up calls, and supporting sales initiatives while ensuring 100% guest satisfaction and adherence to company policies.

Responsibilities

• Books guest reservations or coordinates with reservation center
• Registers guests promptly, upsells room rates, and assigns rooms
• Handles confidential guest information with integrity
• Answers and routes calls; takes messages accurately
• Assists with sales and marketing as directed
• Handles wake-up call requests
• Records guest information in the pass-on log
• Replenishes continental breakfast and keeps area clean
• Ensures lobby and common areas are clean
• Performs laundry as directed
• Checks guests in/out; processes payments per policy
• Answers phone promptly, efficiently, and politely
• Promotes hotel services and events; stays informed of area attractions
• Assists guests with questions; arranges transportation
• Uses creative reasoning to resolve guest concerns; aims for satisfaction
• Resolves minor complaints; informs supervisor of major issues
• Responds quickly to requests/complaints; follows up
• Completes daily paperwork: cashing out and postings
• Handles departmental accounting; posts charges; prepares deposits
• Balances cash bag at opening/closing
• Transmits/receives messages via computer/phone/email/fax
• Maintains professional appearance and demeanor
• Follows company policies and procedures
• Note: Other duties as assigned

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