Welcome Desk Agent/Front Desk Agent

Job Description

Job Description

Canopy by Hilton's culture is defined by who we are and how we interact with each other, our guests, our partners, and our neighbors. Our culture, "Positively Yours," is much more than a slogan. It's our underlying attitude, the story of who we are and how we approach everything.
At the core of Canopy by Hilton’s culture is the Positive Stay Promise. An ideal Enthusiast sets the tone for creating the “Positively Yours” culture at our hotel and is committed to delivering the lifestyle experiences our guests want. 
The beautiful new Canopy Jersey City Arts District is looking for an exceptional candidate as its new Welcome Enthusiast. 
POSITION TITLE: Welcome Enthusiast/Front Desk Agent
REPORTS TO: Lead Welcome Enthusiast/Director of Front Office
POSITION SUMMARY: This is a full-time position, depending on business volume.  Candidate must be flexible to work AM/PM & Mid-Shift.  Schedules are done based on the needs of the hotel.  This position would also require the ability to work the Overnight Shift/Night Audit shift if needed.

Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet Canopy brand standards of quality. Offer outstanding customer service and the “Simple Pleasures” needed to give all guests the “Positive Stay” promise. The position serves as the face of the hotel – the guest’s first, and usually most frequent contact, and as such is instrumental in revenue maximization, customer satisfaction, promoting repeat guests, and influencing the properties and the company’s reputation in the neighborhood. Often viewed as “Command Central” the Welcome Desk must be thoroughly trained and able to efficiently perform all emergency-related functions and duties. 
Night Auditor Duties:

• Perform all end-of-day front desk and night audit functions.
• Prepare, balance, post all necessary reports daily.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity.
• Make decisions and take action based on previous experience and good judgement. 
• Post and balance charges and settlements in a timely and efficient manner.
• Responds and acts on guest concerns, service or security concerns.

DUTIES AND RESPONSIBILITIES:

• Greet customers immediately with a friendly and sincere welcome.
• Use a positive and clear speaking voice, listen to and understand requests, respond quickly in a friendly manner with appropriate action and provide accurate information such as outlet hours and local attractions.
• Follow up to ensure guest satisfaction.
• Responsible for guest registration and check out.
• Complete the registration process by inputting and retrieving information from a computer system and confirming pertinent information including number of guests and room rate.
• Promote Canopy brand marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate.
• Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Close guest accounts at time of check-out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Verify credit cards for authorization using electronic acceptance methods.
• Handle cash, make change and balance an assigned house bank.
• Accept and record vouchers, traveler’s checks, and other forms of payment.
• Post charges to guest rooms and house accounts using the computer.
• Champion the use of POSITIVELY YOURS and CREATING A POSITIVE STAY.
• Maintain correct procedures for hotel accounting, credit control and handling of financial transactions.
• Analyze and generate reports and communicate information to enthusiasts and appropriate departments.
• Monitor and maintain procedures for safety and security of guests, enthusiasts and hotel property.
• 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.
• Comply with attendance rules and be available to work on a regular basis.
• Provide a professional image at all times through appearance and dress.
• Have Knowledge of hotel property, amenities, area attractions and transportation.
• Ensure compliance with all Brand Standards of Operations including all Guest Satisfaction programs.
• Perform any other job-related duties as assigned.

PREREQUISITIES:

• As Welcome Enthusiast, must be friendly, energizing, positive and caring in all core aspects of the Canopy culture as defined.
• Previous hotel front office experience preferred.
• Highly organized, result oriented with the ability to be flexible with hours, days off, assignments and additional duties.
• Must work well under pressure in a fast-paced environment and handle conflicting priorities.
• Excellent written and verbal communication skills
• Strong computer skills, especially knowledge of Hilton's PEP Property Management System, Microsoft Word and Excel
• Physical Aspects of Position (includes but are not limited to): - Walking and standing throughout shift - Occasional lifting and carrying up to 30 lbs.

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