FRONT DESK AGENT (7-3) , (3-11)

TEXAS WESTERN MANAGEMENT PARTNERS; Midland (TX); On-site; USD 30,000 - 42,000; Full time

Job summary

TEXAS WESTERN MANAGEMENT PARTNERS is seeking a Front Desk/Guest Services Associate for TRU by Hilton in Midland, TX. The role involves registering guests, greeting arrivals, and coordinating with the reservations center while promoting hotel services and local events.

Responsibilities include handling calls, maintaining guest records with integrity, and ensuring 100% guest satisfaction through prompt issue resolution and professional communication.

Qualifications

• Experience welcoming guests and registering/checking in guests.
• Ability to handle guest information with discretion and security.
• Strong communication, problem solving, and upselling skills.

Responsibilities

• Registers guests into the hotel in a prompt and courteous manner.
• Greets, registers, and assigns rooms to guests.
• Answers and routes calls; takes guest messages accurately.
• Promotes hotel services and local attractions to guests.
• Balances cash and handles payments per policy.
• Transmits and receives messages and maintains professional image.

Skills

Guest services

Reservations

Upselling

Phone etiquette

Cash handling

Job description

Job Details: Job Location: TRU by Hilton- Midland TX - Midland, TX 79705, Position Type: Full 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: