FRONT DESK AGENT

TEXAS WESTERN MANAGEMENT PARTNERS; Tucson (AZ); On-site; USD 30,000 - 40,000; Full time

Job summary

TEXAS WESTERN MANAGEMENT PARTNERS in Tucson, AZ is seeking a dedicated hotel staff member for various responsibilities including guest registration, reservation handling, and customer service. The ideal candidate must be available to work weekends and weekdays in two shifts: 7am-3pm and 3pm-11pm.

The role requires managing reservations, assisting guests with inquiries, and ensuring a clean and welcoming environment. Skills in handling guest complaints and performing administrative tasks are essential.

Responsibilities

• Books guest reservations and coordinates with reservation center.
• Registers guests into the hotel in a prompt and courteous manner.
• Handles confidential information, including guest records.
• Answers and routes calls as appropriate; takes guest messages.
• Assists with sales and marketing efforts as directed.
• Offers and handles requests for wake-up calls.
• Records pertinent guest information in the pass-on log.
• Replenishes continental breakfast 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.
• Promotes hotel services, facilities, and outlets.
• Answers guests' questions about the property and amenities.
• Arranges for appropriate transportation of guests.
• Uses creative reasoning to overcome guest objections.
• Resolves minor guest complaints to customer satisfaction.
• Responds quickly to guest requests or complaints.
• Completes daily paperwork including cashing out.
• Handles departmental accounting of monies and receipts.
• Balances cash bag at open and closing of each shift.
• Transmits and receives messages using various equipment.
• Provides a professional image through appearance.
• Follows company policies and procedures.

Job description

Job Details

Job Location: Home2 Suites Tucson - Tucson, AZ 85756. Must be able to work weekends and weekdays 7am-3pm and 3pm-11pm.

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 calls 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 refers and directs 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.
• Responds quickly to guest requests or complaints in a friendly manner and takes appropriate action. 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 cashier 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.

Other duties as assigned by supervisor or management.