Front Desk Agent

POSITION DESCRIPTION

Position:

Front Desk Associate Reports To:

Front Desk Supervisor and Assistant General Manager

RESPONSIBILITIES

Welcome and serve our guests in a friendly manner. Handle large volume of calls. Screen and transfer calls to the appropriate person while providing superior customer service to all guests. Process all reservations, cancellations, registrations, departures and other guest requests. Balance room inventory. Verify advance purchase and commissionable stays daily. Promote Hilton Honors and follow Brand Standards for Hilton Honors guests. Respond to and help solve guest complaints/issues in a professional manner. Provide reliable information regarding the hotel features and local area. Process all cash, credit card and direct bill transactions. Balance the cash drawer accurately. Discrepancies must be researched and corrected before the end of the shift. Monitor and issue appropriate charges to guests for phone calls, suite shop, and business services. Read the front desk log at the beginning of the shift. Use it to communicate any messages or important information for other hotel staff. Inventory and replenish any extra guest supplies that are stored at the front desk (linens, shampoo, soap, lotion, irons, coffee pots, etc.) Receive packages, faxes, and messages for guests. Follow appropriate hotel security procedures for disbursement to guests. Confirm that guest is in the hotel or scheduled to arrive before accepting. Be prompt when delivering the above. Maintain electronic key card issuance and system. Knowledgeable of all current emergency policies and procedures. Follow and complete all duties as stated on the daily shift checklist and any other duties as assigned.

QUALIFICATIONS

Must be Hilton OnQ certified. Must be able to speak and understand English. Be able to reach, bend, stoop and frequently lift up to 25 pounds without assistance. Be able to work in a standing position for long periods of time (up to 8 hours).

Job Type:

Full-time Benefits:

Employee discount Paid time off

Experience:

hotel: 1 year (Preferred) customer service: 1 year (Preferred) Shift availability: Day Shift (Preferred) Night Shift (Preferred) Overnight Shift (Preferred)

Work Location:

In person