Front Desk Agent

Guest Services Agent

The Guest Services Agent is responsible for assisting in the operation of the front desk and guest services ensuring 100% satisfaction from the moment a guest arrives at the hotel until they check out.

Candidate Profile

Experience:

• High school diploma or equivalent required, and college degree preferred.
• Previous hotel Front Desk and Hilton brand experience is preferred
• Hilton OnQ experience a plus.

Job Essentials

Assist guests with arrival and departure from hotel, while providing positive guests experiences.

Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate in accordance to established guidelines

Collaborate with other hotel departments to provide an exceptional experience to each guest.

Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)

Provide information about the hotel and local area, and offering our full range of upscale hotel amenities and services.

Maintain confidentiality of all guests and hotel information

Exhibit attention to detail in order to ensure security of guest room access.

Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation.

Handle cash and credit card transactions, process guest accounts upon checkout in an efficient and accurate manner

Manage guest requests, inquiries, and complaints promptly and completely. Ensure follow up with guest are performed in a timely manner to maintain a high level of guest satisfaction and quality service. In the event of dissatisfaction, negotiate compromise in accordance to the "Make it Right" established guidelines.

Generate, print and distribute daily and weekly reports

Resolve discrepancies on the room status report with Housekeeping

Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions.

Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

Follow proper Hotel safety policies and procedures and use safety equipment as needed to ensure the safety of all team members during each shift. Reports all accidents and injuries in a timely manner.

Ensure work area is clean and clear of debris or any objects that can obstruct the job duties from being performed safely, efficiently and effectively

Perform any other job related duties as assigned.

Other

Ability to access and accurately input information using a moderately complex computer system

Able to handle cash and credit transactions.

General knowledge of local area attractions and transportation.

Ability to effectively deal with internal and external customers with tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

Ability to observe and detect signs of emergency situations.

Ability to establish and maintain effective working relationships with associates and guests.

Command of the English language both written and verbal.

Ability to multi-task, and prioritizes with excellent follow up skills and customer service.

Regular attendance in conformance with the standards is essential to the successful performance of this position.

Comply with attendance rules and be available to work on a regular basis. Able to work a flexible schedule, varied shifts, including Weekday, Evenings, weekends and holidays.

Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.