Guest Services Agent

Front Desk Agent

Often the first and last contact for our guests, the front desk agent is a critical link to guest satisfaction. Responsibilities include welcoming guests, processing registration and check-out, anticipating guest needs and meeting or exceeding those needs, responding to and resolving guest inquires and complaints, and coordinating with other departments to ensure guests feel well-cared for and valued. This person should be very comfortable interacting with guests and potential clients in a highly professional manner.

Key responsibilities include maintaining a personal demeanor that is friendly, cheerful and courteous at all times, greeting guests by name, ensuring that all guests feel welcomed to the property, registering guests and assigning rooms, conducting check-out processes, ensuring guest satisfaction by responding to guest inquiries with accurate information and a positive attitude, answering inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions, responding to phone calls, and retrieving guest mail, faxes and packages. The front desk agent should also promote hotel amenities and services to guests using personal knowledge and effective selling techniques, welcome and effectively resolve guest questions, issues and complaints with supervisor assistance as needed, provide constant and consistent communication with other departments and supervisors/managers in order to ensure guest satisfaction, attend team briefings, handle cash, credit card, currency conversions and other financial transactions, post charges such as room, food, liquor or telephone to ledger, compute or adjust bill, collect payment, and make change for guests, and perform other duties as assigned.

Qualifications include a high school diploma or GED, at least 18 years of age, basic computer skills, the ability to read, communicate effectively and have superb interpersonal skills, the ability to work well under pressure while retaining tact and composure when resolving guest complaints, work experience in the hospitality or restaurant industry preferred, and communication in other languages is helpful.

Benefits include a 401k after 90 days, fully vested, company match to 4%, medical/dental/vision eligible after 60 days, employee assistance program (EAP), flexible spending account (FSA), an awesome paid time off policy, Hilton discounts worldwide, and Northwood hospitality discounts.