FRONT DESK AGENT 

Principle Responsibilities/Position Purpose:

Greets and registers guests, providing prompt and courteous service. Checks guests in and out of the hotel. Resolves guest challenges throughout their stay in our hotel. Promotes hotel services, amenities and upsells products to the guests.

ESSENTIAL FUNCTIONS

Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Promotes and administers Hilton Marketing Programs such as Hilton Honors, for arriving guests. Ensures guest knows location of room, provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest. Ensure rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guest with check out payments or charges. Accepts and records vouchers. Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens to and understands requests, and responds with appropriate action. Promptly answers the telephone and email inquiries, advises other team members of special guest needs, retrieves mail, packages, and other special items for customers as requested. 

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company:

• Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolves complications such as location changes or credit issues.


• Fields guest complaints, conducting through research to develop the most effective solutions and negotiate results.


• Follow hotel standards for safety and security

OTHER DUTIES

Assimilate into The Hilton Family PRIDE/CARE culture through understanding, supporting and participating in all elements. Demonstrate working knowledge of the service standards. Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. 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.

QUALIFICATIONS

Hotel experience is preferred, but not required.