FRONT DESK AGENT

TEXAS WESTERN MANAGEMENT PARTNERS; Waco (TX); On-site; USD 29,000 - 36,000; Full time

Job summary

TEXAS WESTERN MANAGEMENT PARTNERS operates a Courtyard Waco location seeking a Front Desk Guest Services Associate full-time. The role greets guests, handles check-ins/outs, answers calls, and promotes hotel services while maintaining a welcoming lobby environment.

Responsibilities include accurate payment processing, handling confidential information, and coordinating guest transportation and local referrals as needed.

Qualifications

• Experience in front desk operations preferred.
• Strong communication and guest service skills.
• Ability to upsell services to guests when appropriate.

Responsibilities

• Registers guests into the hotel with up-selling to maximize room rates.
• Greets, registers, and assigns rooms to guests.
• Answers and routes calls; takes guest messages accurately.
• Resolves guest questions and refers to area attractions as needed.
• Checks guests in and out and processes payments.
• Maintains lobby, common area, and breakfast area tidy.
• Balances cash and prepares cashier reports at shift end.
• Promotes hotel services and informs guests about events.
• Handles confidential guest information with integrity.
• Transmits messages using computer, phone, and switchboard.

Skills

Customer service

Cash handling

Communication

Upselling

Teamwork

Job description

Job Details

Job Location: Courtyard Waco - Waco, TX 76701

Position Type: Full Time

Job Shift: Day

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