Front Desk Agent
Graves Hospitality
DoubleTree by Hilton Harbourwalk Hotel Racine Position Description APPLICANT MUST BE ALBE TO WORK BOTH FIRST SHIFT (6AM-2PM) AND SECOND SHIFT (2PM-10PM) BASED ON NEEDS OF HOTEL Position Title: Guest Services Representative Reports To: Front Office Supervisor & Manager Major Function: To assist guests efficiently and professionally with front desk related functions. Provide all guests with consistent, first class-service with positive attitude. Our goal is for all guest to have a pleasant experience and to choose our hotel first when visiting the area. Essential Functions:
- Create guest satisfaction by providing first class services.
- Give personal attention, take responsibility, and use teamwork when providing quality guest service.
- Responsible for using consistent, proper telephone etiquette.
- Listen, apologize with empathy, find a solution, and follow through when resolving guest problems.
- Assume responsibility when a guest is not satisfied and use the best judgment to provide great customer service and resolve any guest issue.
- Provide assistance to guests throughout their stay from the time the guest checks in, until the time they check-out.
- Acknowledge guests at all times by using respectful, positive customer service and mannerism.
- Assign guest rooms, print registration cards, and make corresponding keys for each guest.
- Respond to customer inquiries with current information on the hotel, hotel services or area attractions.
- Assist guest requests by working as a team player with other departments.
- Communicate clearly with co-workers on guest requests or issues by recording information in detail in Front Desk Communication Log.
- Post accurate room rate, food and beverage charges, phone charges and other miscellaneous charges by collecting payment and by following the Cashiering Procedures required by the hotel.
- Ensure all credit card balances, cashier cash drop is correct, and complete cash drop log.
- Communicate to Housekeeping Department on any guest special needs or authorized late check-out requests.
- Receive and deliver mail, phone, and/or written messages to guests.
- Maintain a clean front desk area, free of any safety hazards.
- Maintain a thorough knowledge of emergency procedures.
- Wear proper uniform at all times in accordance with our standards of appearance.
- Communicate to all guests and employees with respect and offer assistance when requested.
- All Employees must adhere to all work rules, procedures, and policies established by the company, including but not limited to, the Graves Hospitality Employee Handbook.
- Assist in driving hotel van to shuttle corporate guests to area businesses.
- Assist guests with minor maintenance issues if Maintenance Staff is not available.
- Additional duties may be assigned in the effort of managing the front desk properly and providing first class hospitality to all guests.
- Technical Service Skills- Demonstrate computer knowledge such as searching internet and basic functions. Knowledge of Opera Reservation Systems a plus but will train the right person.
- Point of Sale Skills- Knowledge of hotel room types, rates, packages and services to offer guests the best accommodations to satisfy their hotel needs.
- Reservation Process Skills- Understand the reservation process and applying those skills to assist guests with maximum customer service.
- Valid Driver's license required with good driving record.
- Bartender certificate
Vacancy posted 4 days ago
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