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:

• Maintain a personal demeanor that is friendly, cheerful and courteous at all times.
• Greet guests by name.
• Ensure that all guests feel welcomed to the property.
• Register guests and assign rooms.
• Conduct check-out processes.
• Ensure guest satisfaction by responding to guest inquiries with accurate information and a positive attitude.
• Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions.
• Respond to phone calls, and retrieve guest mail, faxes and packages.
• 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.
• Perform other duties as assigned.

Qualifications:

Education: High school diploma or GED

Skills and Experience (Essential): At least 18 years of age, Basic computer skills, Must be able to read, communicate effectively and have superb interpersonal skills, Must be able to work well under pressure while retaining tact and composure when resolving guest complaints, Work experience in the hospitality or restaurant industry preferred, Communication in other languages is helpful

Benefits:

• 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)
• Awesome Paid Time Off policy
• Hilton Discounts Worldwide
• Northwood Hospitality Discounts