Front Desk Guest Service Associate (Hampton Inn Lumberton, NC)

Position Summary The critical function of any hotel is to provide a reliable, comfortable, accurate, trouble‑free experience in sleeping accommodations. The Guest Services Agent (GSA) / Night Auditor must understand how the standards of our hotel, Hampton Inn and Hilton Worldwide dictate the level of pre‑planning, warm welcome and personal attention that must be delivered to each guest. The GSA must fully utilize the OnQ system, HHonors database, Guest Dossier, Group Resume, Logbook information and pre‑shift hand‑off to ensure that high levels of guest satisfaction (SALT) and product quality standards (QA) are met. The GSA will respond to guest issues or requests through to final resolution, building guest loyalty by demonstrating professional behavior, competent service skills and sincere hospitality. Essential Job Functions Complete and stay current on all Hampton Inn and Hilton Worldwide mandated training and certifications. Accurately make reservations for guests staying with the hotel. Protect the security and privacy of guests and clients at all times (key control, checking ID, phone transfer procedures, etc.) and follow proper credit card procedures. Check guests into the hotel following the proper steps of check‑in, ensuring accurate guest information is recorded and a valid form of payment is verified. Check guests out of the hotel following proper steps and providing a fond farewell. Communicate with bell/driver staff to ensure timely pick‑up and drop‑off of guests. Accurately record information for wake‑up calls to guest rooms on the log sheet and input information into the PBX phone console for wake‑up calls. Assist guests with billing inquiries. Assist and direct guests to meeting rooms, staying informed of current meetings in house and upcoming meetings and functions. Be knowledgeable of surrounding area attractions, shopping and restaurant options. Assist guests with questions regarding the location of different hotel amenities and hours of operation such as swimming pool, fitness center and business center. Assist management with day‑to‑day arrivals, HHonors assignments and amenities in a manner that exceeds guest expectations and hotel & brand standards. Exceed guest expectations by personal example for other Guest Services staff, as measured via direct guest feedback, SALT, TripAdvisor and other online review sites. Contribute to a team culture that fosters continuous improvement, mutual cooperation, loyalty and stability, superior service to guests and team alike. Ensure brand standards of operations, safety and services are maintained at all times. Understand and execute strategies to achieve hotel goals and benchmarks for occupancy, rate, revenue and cost objectives. Ensure that all processes at Front Desk are executed correctly so that revenues are protected and checks and balances are in place; regularly follow financial control procedures for cash, vouchers, inventories and receivables. Assist with group information entry as requested by the Sales Team; post billing for banquet events as needed. Coordinate effectively with Housekeeping to fulfill all guest requests in a timely manner, follow up to insure completion, and offer alternatives where exact requests cannot be met. Coordinate with Engineering Teams for responsiveness to guest needs and to maintain all aspects of the hotel in a like‑new condition. Additional Responsibilities Our hotel’s primary goal is to provide hospitality and exceed guest expectations for levels of service, quality, consistency, and attention to detail. All team members are evaluated against this standard. Be aware of, act on, and/or report any issue that affects the safety of guests or team members. A hotel operates 365 days a year, 24 hours a day, and during the scheduled shift you may be asked to assist in areas of the hotel outside of your typical work areas. Qualifications – Education & Experience High School diploma or general education degree (GED) preferred but not essential. Previous related experience in hospitality, front desk service strongly preferred. Comfortable in a computerized environment. Knowledge, Skills and Abilities Work well and communicate effectively with other team members and departments. Read and write in English and perform mathematical computations such as adding, multiplying, calculating room rates, taxes and percentages. Effectively communicate with hotel guests and clients, utilizing courtesy, tact and diplomacy. Excellent verbal and telephone skills. Ability to remain calm and organized in times of multiple demands. Follow directions accurately and efficiently. Physical and Mental Demands While performing the duties of this job the employee may be required to stand, walk, carry, talk, listen and coordinate with other team members. The employee may be required to be on his/her feet for a large portion of the day/shift. Duties require working with a computer, monitor and telephone; using hands to manipulate tools or controls; lifting up to approximately 20 pounds overhead. The employee must sustain focus and attentiveness for extended periods of time, plan several steps ahead, and keep written notes so that requests and essential information are not lost. Working Conditions Front Desk, guest‑facing, public area environment. Flexible schedules can vary from week to week; must be available to work weekends and holidays. #J-18808-Ljbffr