Front Desk Agent Hilton Garden Inn

Details

Reports to - General Manager

Summary

Responsible for check-in, check-out, kiosk operations, pantry sales and all other guest interactions. They strive to exceed established standards at every opportunity and take pride in the overall look and feel of the front desk, lobby, and all surrounding areas.

ESSENTIAL FUNCTIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ensure every guest is greeted and welcomed in a unique and personable way upon arrival
• Register guests to the hotel, verifying reservation, personal information and securing payment information
• Promote the brand loyalty program and provide recognition and benefits to all present members
• Book hotel reservations
• Anticipate guests’ needs and respond timely, efficiently, appropriately and in a friendly manner
• Assist in resolving guest complaints regarding service and/or accommodations, whether handling on own, or elevating to managerial level
• Maintain a house bank and make a deposit and accurate report of receipts daily
• Cash checks and exchange currency for guests
• Process all Gourmet Pantry and retail transactions for the guests
• Issue key to and control entrance of safety deposit boxes
• Post miscellaneous charges as requested
• Assist in handling mail and other electronic communication and provide guests with information regarding hotel facilities and local attractions
• Maintain appropriate market inventory levels, restocking when necessary
• Assure overall cleanliness of the front office area, lobby, and surrounding areas
• Communicate larger housekeeping and maintenance issues to the respective departments, for immediate attention
• Maintain professional image at all times through appearance and dress
• Follow Company policies and procedures
• Other duties as assigned by supervisor or management

KNOWLEDGE, SKILLS, and ABILITIES

• Knowledge of front desk operations and procedures, guest services and hotel services
• Proficiently speak, read, write, and comprehend the English language; ability to speak other languages in a multicultural work environment can be extremely helpful in facilitating good communication among all hotel team members
• Able to read and write to facilitate the communication process
• Able to work independently and desire to participate as part of a team
• Possess proficient computer skills including proficient knowledge of MS Office products, knowledge of brand operating systems preferred
• Able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations
• Possess high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems
• Ability to access and accurately input information using a moderately complex computer system
• Create sense of urgency in matters that will impact the success of the business
• Demonstrate genuine care for customers and employees
• Comfortable conversing with individuals from a variety of backgrounds and at all organizational levels
• Possess complete knowledge of emergency procedures of the hotel
• Ability to observe and detect signs of emergency situations
• Able to work in fast paced environment
• Able to prioritize, organize, and manage multiple tasks

EDUCATION

High school graduate or GED required; or equivalent combination of education and experience.

EXPERIENCE
Previous hospitality experience, especially within the brand, preferred, but not required.

Job Types: Full-time, Part-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Night shift
• Weekend availability

Education:

• High school or equivalent (Preferred)

Work Location: One location