FRONT DESK AGENT
On-siteArlington, Texas, United States
Job Summary
Conduct guest reservations, register arrivals and departures, and process payments using established policies. Answer and route calls, manage wake-up requests, and record pertinent information in logs. Handle confidential guest records with integrity, resolve minor complaints, and follow up to ensure satisfaction. Replenish continental breakfast, maintain lobby cleanliness, and perform laundry functions as directed. Complete daily paperwork including cashing out, documenting adjustments, and preparing cashier deposits. Promote hotel services, direct guests to local attractions, and arrange transportation when necessary. Provide a professional image at all times while adhering to company policies and procedures.
Required Qualifications
- Integrity when handling confidential information including guest records
- Ability to answer and route calls appropriately
- Accuracy in taking guest messages
- Knowledge of hotel services, facilities, outlets, and upcoming events/functions in the hotel and surrounding area
- Ability to answer guest questions about property and amenities
- Knowledge of area attractions and outlets
- Ability to arrange transportation for guests
- Creative reasoning to overcome guest objections and concerns
- Ability to resolve minor guest complaints to customer satisfaction
- Ability to respond quickly to guest requests or complaints
- Ability to follow up to ensure guest satisfaction
- Ability to complete daily paperwork including cashing out, documenting adjustments, postings, charges, and check-outs
- Ability to handle departmental accounting of monies, receipts, guest accounts, and credit forms
- Ability to complete cashier reports, prepare deposits, and count cashier bank
- Ability to balance cash bag at open and closing of each shift
- Ability to transmit and receive messages using equipment such as computer, telephone, email, fax, and switchboard
- Professional image through appearance and dress
- Ability to follow company policies and procedures
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