Front Desk

Texas Western Hospitality, and managing partner Western International, own and operate approximately forty-five select service, full service and extended stay hotels all carrying Marriott and Hilton flags. We currently operate hotels throughout Texas, Arizona, Montana, North Carolina, South Carolina and Oklahoma. We have several properties under construction which will open in the near future.

Texas Western Hospitality Leadership, a Dallas, Texas based property management company 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. For additional information on our organization, please visit our company profile page on this website. We are a rapidly expanding organization, with several upcoming and existing opportunities for the right managers.

Purpose:

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.

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 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 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.
• Transmits and receives messages using equipment such as computer, telephone, email, fax and switchboard.
• Provides a professional image at all times through appearance and dress.
• Follows company policies and procedures.

Qualifications:

• Education/Experience: Less than high school diploma; or 1-3 months related experience and/or training; or equivalent combination of education and experience.

Skills and Qualities:

• Interpersonal skills
• Computer skills
• Typing
• Patience and Understanding
• Customer Service Orientation
• Sales Orientation
• Judgment and decision making skills
• Rational and patient problem solving

Working Conditions:

• Will be required to work nights, weekends and holidays.
• Will be required to work in fast paced environment.
• May be asked to work overtime.

The major responsibility in this position is to operate at the front desk while providing a variety of hotel services for guests, therefore a significant portion of the workday is spent speaking, listening, and moving about while standing.

The vast majority of time is spent interacting with guests of the hotel, typically while standing up. This person types or uses a keyboard to coordinate hotel services for the guests.

A significant portion of time is spent using the hotel’s computer system for reservations, scheduling or other guest related services.

This position utilizes problem solving and reasoning abilities often. The guest service representative will analyze the short-term and long-term impact of solutions to guest issues and problems and will creatively solve new and unseen problems as they arise.

Reading and writing abilities are utilized often in compiling guest registration information or accounts, and completing cashier reports.

Mathematical abilities, including basic math are utilized when handling departmental monies, guest accounts or the cashier bank.