Front Desk Agent

Job Details:
Home2 Suites Tucson – Tucson, AZ 85756. Required to work weekends and weekdays, 7 am–3 pm and 3 pm–11 pm.

• Book guest reservations and coordinate with reservation center.
• Register guests into the hotel in a prompt and courteous manner using up‑selling techniques to maximize room rates; prepare for group check‑ins, check‑outs, and VIP arrivals. Greets, registers, and assigns rooms to guests.
• Handle confidential information, including guest records, with a high degree of integrity.
• Answer and route calls as appropriate; take guest messages with accuracy.
• Assist with sales and marketing efforts as directed by the General Manager.
• Offer and properly handle requests for wake‑up calls.
• Record pertinent guest information in the pass‑on log.
• Replenish continental breakfast as needed and keep the area clean.
• Ensure the common area/lobby is clean.
• Perform laundry functions as directed.
• Check guests in and out of the hotel; process customer payments according to established policies and procedures.
• Answer phone promptly, efficiently, and in a friendly manner.
• Promote hotel services, facilities, and outlets; stay informed and knowledgeable of upcoming events/functions in the hotel and surrounding area.
• Answer guest questions about the property and amenities, and refer and direct guests to area attractions and outlets.
• Arrange appropriate transportation of guests to and from the hotel when necessary.
• Use creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction.
• Resolve minor guest complaints to satisfaction; inform supervisor of major problems, complaints, disturbances, or unhappy guests.
• Respond quickly to guest requests or complaints in a friendly manner and take appropriate action; follow up to ensure guest satisfaction.
• Complete daily paperwork to include cashing out, documenting all adjustments, miscellaneous postings, paid‑outs, charges, and check‑outs.
• Handle departmental accounting of monies, receipts, guest accounts, and other forms of credit; post all charges; complete cashier’s report, prepare deposit, and count cashier bank.
• Balance cash bag at opening and closing of each shift.
• Transmit and receive messages using equipment such as a computer, telephone, e‑mail, fax, and switchboard.
• Provide a professional image at all times through appearance and dress.
• Follow company policies and procedures.
• Perform other duties as assigned by supervisor or management.