Front Desk Agent – HOMEWOOD SUITES DALLAS DOWNTOWN

Our business is booming. Which is to be expected. After all, with a team like ours, success comes pretty easily. That’s because our associates are – hmm, how can we put this in a way that doesn’t sound overly cocky – the best on the planet.

Texas Western Hospitality, and managing partner Western International, own and operate over thirty select service, full service and extended stay hotels all carrying Marriott, Holiday Inn and Hilton flags. We currently operate hotels throughout Texas, Arizona, and North Carolina. We have several properties under construction which will open in the near future.

Texas Western Hospitality flies only the best flags, builds only the best hotels and employs only the best of managers. This simple, yet proven strategy has allowed us to deliver exceptional results to all of our stakeholders; investment partners, owners, associates and customers alike.

The Front Desk Agent ensures guest satisfaction and revenue optimization through check in, check out and attentive coordination of hotel services for the guest. Works to optimize the guest experience while at the hotel and elsewhere by acting pleasant, professional and efficient.

• 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 area clean
• 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 is 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 cashier’s report, prepares deposit and counts cashier bank.
• Balances cash bag at open and closing of each shift.
• Additional duties as assigned by the Director of Operations.
• To do this kind of work, you must be able to:
• Understand, learn, and follow written instructions, including hotel policies, and Guest Service standards and policies.
• Maintain a positive, cheerful attitude at all times.
• Speak clearly and listen carefully.
• Use personal judgment and specialized knowledge to give information to guests and visitors.
• Communicate well with many types of people.
• Maintain a positive and cheerful attitude at all times.
• Change easily and frequently from one activity to another.
• Be able to use hands, eyes and fingers accurately while operating a switchboard, TDD or computer keyboard.
• Lift and carry things (i.e. luggage).
• Compute and record numbers accurately.
• Carry out specific oral instructions.
• Physical Demands:
• Lift 20# to 30# occasionally, forward bend occasionally/ frequently, walk and stand constantly. Reaching. Handling. Feeling. Speaking. Fingering. Talking. Hearing. Walking. Squatting. Stooping.
• Environmental Conditions: Inside: Protection from weather conditions but not necessarily from temperature changes. (A job is considered "inside" if the worker spends approximately 75% or more of the time inside.) Stress: Peak periods may result in a high stress environment
• Math Skills: Requires mathematical development sufficient to be able to compute discounts, commissions, currency exchange, and percentages.
• Language Skills: Must have developed language skills to the point to be able to read magazines, literature, atlases, hotel and department policies, safety rules, typed memos, and instructions. Speak before an audience with poise, and confidence using correct English and Spanish.

• Relationships to Data, People and Things:

  
  Data: Compiling: Gather, collate and classify information about data, people or things. Report and/or carry out a prescribed action in relation to current information (frequently).

  
  People: Speaking/Signaling: Talk with and/or signal people to convey or exchange information, always maintaining a cheerful and positive attitude.

  Things: Operating/Controlling: Operate (and make necessary adjustments to) various machines and equipment, including POS equipment, printers, telephones, TDDs, computers, and credit card machines.

• Specific Vocational Preparation: High school diploma or an equivalent occupationally significant combination of vocational education, apprentice training, in-plant training, on-the-job training, or essential experience in less responsible jobs. One year previous experience preferred.