Front Desk Associate

Hilton Garden Inn Charlotte/Concord is looking for a Front Desk Agent with flexible schedule to join our Guest Services Team!

Position:

Front Desk Associate /

Guest Service Representative Department:

Front Office Reports to:

Assistant General Manager Pay Rate:

$17.00 ( Based on Experience & Performance)

Schedule:

Flexible AM/PM, Weekends and holidays as needed.

Position Summary:

The Guest Service Representative is responsible for representing the property's service commitment to guests. He or she is to assist our guests efficiently, courteously and professionally in all front office related functions to maintain standards of service and hospitality. He or she handles guest's check-in and checkout, reservations when required, incoming telephone calls and maintains status of rooms. The Guest Service Representative fulfills the duties of the traditional desk clerk position with greater emphasis on service to the guest and up selling of hotel services. The ideal individual for filling this position is a vibrant, "upbeat", and outgoing person who can relate to guests appropriately and handle their needs efficiently.

Primary Responsibilities:

Provide the highest quality of service to the customer at all times. Greet and register guests and provide room assignments, accommodating special requests whenever possible. Assist in the pre-registration and blocking of reservations. Have working knowledge of reservations procedures. Handle guest check-ins and checkouts efficiently, in a friendly and professional manner. Provide information to all guests in a courteous and informative manner. Handle complaints courteously, when necessary relay through Supervisor for appropriate action and enter in the follow up log. Handle lost and found by taking relevant messages and completing Lost and Found form and directing to proper department. Communicate with incoming shift by logging pertinent information in the front office log. Ensure that all cash, check and miscellaneous departments are in balance at the end of each shift. Complete appropriate shift checklist daily. Keep housekeeping informed of any special requests (per Hot Sheet), late checkouts and special need areas in the hotel. Answers transfers, recalls and all incoming calls in a timely and friendly manner. Receive and transmit mail, phone and written message for guests (in absence of voice mail system) Answer inquires pertaining to hotel services, shopping, dining, entertainment and travel directions. Assist guest in obtaining information. Call airlines, rent-a-car, companies, etc. Post room charges, food and beverage charges, phone charges, compute guest bills using PMS, collect payment and make change for hotel guests following all handling procedures as required. Ensure adequate key cards are available for assignment of guestrooms. Attend to special service request including securing of guest valuables in safety deposit boxes. Assure that complimentary amenities are delivered to VIP's at the time required. Promote repeat business by offering to take future reservations upon checkout and providing recommendations for alternate GS Products. Maintain a log of items borrowed from the front desk and deliver items when necessary, i.e. Irons/ironing boards, blow dryers. Keep the front office area neat, clean and free of safety hazards. Have knowledge of the hotel, hotel staff, hotel services with hours of operations, room locations, types of rooms and room selling strategies, hotel rates and discounts and how to handle each; and hotel credit and check cashing policies and procedures. Be knowledgeable of AAA and its benefits and any current promotions being offered, as well as all special promotions offered by GS. Responsible for proper telephone etiquette. Develop a thorough knowledge of the hotels PMS. Has understanding of in-house computers and monitors computer accuracy to ensure maximum occupancy. Be aware of new potential sales contacts through guest interaction and report the information to the Sales Department. Adhere to all work rules, procedures and policies established by the company, including, but not limited to, those contained in the GS Employee Handbook. Perform all other duties as assigned by management. Are up for this challenge & ready to join a great team? Are you ready to have fun & take great care of our guests?? If you have a passion for hospitality, want to join a great team, work at a great hotel, and be part of a wonderful brand then

APPLY NOW!

Pay:

From $17.00 per hour

Benefits:

Employee discount Application Question(s): Are you able to work weekends & holidays as needed?

Experience:

Hotel:

1 year (Required)

Front Desk:

1 year (Required)

Work Location:

In person