Front Desk Agent

Front Desk Agent Hilton - 4.0 Tucson, AZ Job Details Full-time 20 hours ago Qualifications Visitor query response Report preparation Hotel and accommodations payment processing Hotel policy compliance Financial transaction processing Phone communication Handling large sums of money Night audit Upselling Client inquiry handling Answering guest questions Incident Escalation Dispatching Cash register operations Accounting Telephone systems Deposits Hotel and accommodations guest complaints handling Hotel daily report preparation Escalation handling Hotel safety procedures Entry level Office phone management Audit support

Full Job Description Scope:

Ensure exceptional guest satisfaction and optimize hotel revenue through efficient and courteous check-in/check-out processes and attentive coordination of guest services.

Primary Responsibilities:

Guest Registration & Check-Out:

Promptly and courteously check guests in and out of the hotel using up-selling techniques to maximize room revenue. Prepare for group arrivals, departures, and VIP check-ins. Maintain awareness of all hotel events and functions during your shift.

Customer Service & Support:

Respond to guest requests and inquiries in a timely, friendly manner. Promote hotel amenities, services, and facilities, and provide helpful information about local attractions and directions to enhance the guest experience.

Problem Resolution:

Address and resolve minor guest issues independently to ensure satisfaction. Promptly escalate significant concerns, complaints, or disturbances to the supervisor.

Reservations & Coordination:

Assist guests with reservations or coordinate with the central reservation system as needed.

Cash Handling & Reporting:

Accurately handle guest payments and departmental accounting, including receipts, guest accounts, and credit transactions. Post all charges, complete daily cashier reports, prepare bank deposits, and reconcile cash drawers.

Security & Safety:

Issue, control, and manage guest safe-deposit boxes in accordance with security procedures.

Night Audit Coverage:

Be cross-trained to perform Night Audit duties, including balancing daily financial transactions and preparing audit reports.

Telephone & Communication Duties:

Handle all incoming calls efficiently and professionally. Dispatch shuttle services and internal staff as necessary. Maintain a guest call log, respond to requests or complaints promptly, and ensure thorough follow-up.

Professional Presentation:

Maintain a polished and professional appearance in accordance with company dress code and grooming standards.

Policy Adherence:

Follow all hotel and company policies, procedures, and service standards consistently.