Job Title:

Front Desk Agent Location:

Home2 Suites by

Hilton Job Summary:

The Front Desk Agent is the first point of contact for guests at Home2 Suites by Hilton and plays a key role in delivering exceptional customer service. This role involves checking in and checking out guests, addressing inquiries, managing reservations, and ensuring that guests' needs are met in a friendly, professional manner. The Front Desk Agent ensures that the hotel runs smoothly by assisting with administrative tasks and supporting other departments as needed.

Responsibilities:

• Greets guests with genuine and warm spirit of hospitality
• Registers (Check-in) guests in an efficient manner, following Baywood & Brand standards, securing proper method of payment
• Posts transactions to guest and master accounts
• Reviews guest account balance, ensuring that payment is secured
• Reconciles discrepancies between Property Management System (PMS), Housekeeping reports and registration cards
• Reviews arrivals and blocks special requests
• Processes required reports, including down time, high balance, etc.
• Monitors and restocks sundry shop, ensuring consumed items are paid for; Follows established procedure for removal of expired items.
• Handles guest requests and concerns in a courteous and efficient manner
• Coordinates the delivery of guest services by other hotel departments and outside businesses
• Processes all incoming and outgoing reservation and cancellation requests in a timely and efficient manner
• Prepares guest amenities, and ensures delivery in a timely manner
• Handles in-house guest reservation requests such as extension, late check-out, and rebooking
• Handles check-out procedures swiftly and accurately and assists guests on departure.
• Maximize room revenue and occupancy levels through suggestive selling for upsell potential and walk in guests
• Stores guest luggage
• Presents to guests accurate information regarding marketing programs applicable to the hotel, local area, and all hotel functions and outlets
• Handles departmental cash drawer, accounting of monies, credit card receipts, guest accounts, and other forms of credit and cash handling guidelines
• Maintains information and communication sources such as, log book, franchise directories, checklists, and electronic communication
• Operates Private Branch Exchange (PBX switchboard) equipment to handle incoming calls, outgoing calls, wake up calls, do-not-disturbs and the paging of guests, all while maintaining guest and staff privacy and security
• Operates the franchise terminal and performs designated maintenance tasks
• Maintains procedures for credit control and handling of financial transactions
• Maintains guest safety & privacy by adhering to established procedures
• Issues safety deposit boxes for guest use, following security protocol
• Monitors key box, issuing keys to the appropriate staff members. Logs all transactions
• Completes brand specific log and follows brand and Baywood protocol for guest complaints, including escalation to management if needed, and completed follow up
• Adheres to departmental communication through the effective use of staff meetings, log books, and bulletin boards
• Coordinates emergency procedures including evacuations, immediately notifying management of such occurrences
• Assists with the relocation of guests, when necessary
• Assists other departments during slow periods

Physical Requirements:

Ability to stand for long periods of time and occasionally lift or carry up to 25 pounds. Ability to work flexible hours, including evenings, weekends, and holidays.

Key Traits:

Professionalism :

Friendly, approachable, and professional demeanor in all guest interactions.

Dependability :

Reliable and punctual, ensuring consistent and efficient front desk operations.

Problem-Solving :

Ability to stay calm under pressure and resolve guest issues effectively.

Team-Oriented :

Works well with other team members and departments to ensure smooth hotel operations.

Working Conditions:

Shifts :

The Front Desk Agent will typically work varied shifts, including evenings, weekends, and holidays, based on the hotel's operational needs.

Environment :

Work is typically performed at the front desk or lobby area of the hotel, with occasional shifts in a busy, high-traffic environment. The Front Desk Agent at Home2 Suites by Hilton is an essential part of delivering a great guest experience. By providing professional, courteous service and ensuring smooth operations, the Front Desk Agent plays a critical role in guest satisfaction and the overall success of the hotel.

Job Type:

Full-time Pay:

$15.00 - $17.50 per hour

Experience:

Customer service: 1 year (Required)

Hilton PEP:

1 year (Preferred)

Hotel:

1 year (Preferred)

License/Certification:

TABC Certification (Preferred) CPR Certification (Preferred) Shift availability: Day Shift (Preferred) Night Shift (Preferred)

Work Location:

In person