Front Office Clerk

Job Description

Job Description

Hilton Marco Island Beach Resort and Spa is currently seeking a full-time Front Desk Agent to join the best team on Marco!

POSITION PURPOSE:

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay according to Hilton's standards.

ESSENTIAL FUNCTIONS:

Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. Properly code electronic guest room keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.

Immediately greet customers with a friendly smile and a sincere welcome upon arrival. Use positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.

Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers’ checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer. Present a cash paying guest at check-in with a receipt to verify the deposit amount. Use the hotel’s designated standards for check-ins and check-outs. Working various stations including satellite desks, VIP check-in and check-out desk.

Prompt answering the telephone using positive and clear English communication. Leave messages on the voice mail. Retrieve mail, small packages and facsimiles for customers as requested and notify the guest by voice mail, turning on and off phones. Print detailed guest phone calls on request.

Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances. Complete daily shift check list and other duties assigned by the supervisor.

Assist guest with resort and local information, activities and events including booking and managing reservations, offering suggestions and recommendations, arranging transportation, amenities and keeping accurate records of all transactions and reservations.

Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues. Handle guest’s complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination of supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel. May be assigned to different work locations such as Front Office, Front Desk, Bell Desk, Satellite Desk, V.I.P. Desk, and Parking Booth. May also assist as directed in other areas.

OTHER:

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel including holidays, weekends, and night audit.

All employees are required to comply fully with the rules and standards set forth by Hilton Marco Island Beach Resort & Spa, Olshan Properties and Hilton Hotels Corporation

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Possess basic knowledge of computer systems associated with storing, developing, and analyzing information. This includes all systems utilized by Hilton in conducting day-to-day business.
• Ability to set priorities, plan, and organize assignments to accomplish tasks, often within strict time limitations.
• Able to read, write, hear, speak and understand the English language to communicate with management and staff, being persuasive, clear and to the point. Written communication skills to be concise, well organized, complete, clear and understandable in order to formulate complex reports and communicate with the public, staff, and management.
• Possess basic knowledge of mathematical skills (addition, subtraction, multiplication, and division) to room rates, refunds, adjustments, etc.
• Good knowledge of all resort and local area operations, amenities and activities
• Able to move throughout premise and visually inspect conditions requiring bending, stooping and reaching arms overhead.
• Able to remain calm in emergency situations and to effectively work with the internal and external guests, some of whom require patience, tact and diplomacy to defuse anger, and provide positive and proactive solutions.
• Able to remain stationary (sitting or standing) and concentrate on tasks for long periods of time often in a high volume high-pressure area.
• Able to use finger/hand movements for extended periods of time. Finger and hand dexterity to manipulate switches, writing instruments, a computer keyboard, etc.
• Able to work as night audit if required.
• Able to grasp and lift up to 25 lbs., waist high.
• Able to climb stairs.

QUALIFICATION STANDARDS

Education:

• High school diploma preferred.

Experience:

• No prior experience required. Prior hospitality experience preferred.

Licenses or certificates:

• No special licenses required. Individuals are required to meet the minimum bonding standards.

Other:

• Applicants with additional language skills preferred.