Front Desk Agent

Overview

Position Summary:

The Front Desk Agent is responsible for creating an engaging, caring environment for the hotel’s, internal and external, Guests. The key to success in this position is to ensure total Guest satisfaction, by an efficient check-in and checkout experience, identification and resolution of Guest’s related problems, provide property and destination information, and to proactively respond to the needs of our Guests. The Hotel’s success depends on the establishment of long lasting relationships with its Guests; the person selected for this position will be the foundation of this relationship.

Job Factor:

Major Functional Objectives:

• Acknowledge all Guests within 10 feet
• Engage each Guest with a courteous, professional greeting within 5 feet
• Use “Service Language” in all Guest conversations.
• Maintain a professional appearance at all times; comply with hotel dress and grooming policies.
• Know and use all tools in the Hilton Service Recovery Toolbox.
• Efficient, professional Check-in (tasks include):
• Request photo identification; verify name and if guest is of legal age to rent a room.
• Explain parking options and ask which option they prefer to use.
• Register guest in Hilton’s OnQ (Property Management System)
• Establish proper credit for room and tax
• Establish credit for incidentals, or restrict services if credit is not provided.
• Get the names of all additional Guests in room
• Give requested room type, if available (if room type not available, explain situation to the Guest).
• Enter Hilton Honors number in system, or offer to enroll guest, if not a member.
• Request and enter Airline Frequent Flyer number
• Request partner rental car information.
• Ask Guest to sign registration card according to Hotel and Brand policies.
• Ask Guest for the number of keys to be issued, and create keys
• Retrieve letters, faxes, or other packages for Guests at time of check in.
• Offer a daily “delighter” (a service or special that may benefit the Guest or their family)
• Give overview of the hotel, and give directions to room
• Ask guest if they need change.
• Introduce the Guest to the bell staff member that will be escorting them to their room.
• Offer name, phone extension, and invite Guest to call on individual personally for additional assistance and/or use the CAREline.
• File Guest Registration Card
• Efficient professional check-out (tasks include):
• Inquire about guests' stay – resolve any problems or get a manager involved immediately.
• Retrieve Registration Card
• Verify if Guest’s Hilton HHonor’s number is in the system or solicit program.
• Verify if Guest’s Airline Frequent Flyer number is in the system, if not solicit it.
• Reconfirm form of payment.
• Print Guest Folio
• Ask Guest if they need directions to other destinations
• Ask Guest if they need change
• Ask Guest if can make return reservations for this property
• Explain to the Guest they may be getting a survey and solicit a positive response – if the response is going to be negative, get a manager immediately.
• Thank Guest for staying at the hotel and offer name and invite Guest to call on individual personally for future assistance.
• File Guest Registration Card in the checked-out file.

Subordinate Objectives:

• Identify and resolve all service-related problems immediately to the guest’s complete satisfaction.
• Complete daily checklist duties when assigned by a supervisor or management.
• Comply with hotel cash handling and bank procedures.
• Provide directions to local destinations
• Answer questions about hotel policies, services, and prices.
• Assist Guests with restaurant reservations, attraction tickets, shopping and entertainment information, and rental cars.
• Assist Guests with questions via telephone in a professional and courteous manner.
• Assist Guests with directions to meeting rooms or Hotel sponsored events.
• Provide assistance with safety deposit boxes, complying with hotel policy.
• Help Guests arrange taxis, shuttles, and tours.
• Contact housekeeping or engineering staff when guests report department related problems.
• Record and report comments and complaints to members of management.

Team Participation Objectives:

• Attend monthly departmental meetings (Required)
• Attend workshops and training sessions (Required)
• Each employee is encouraged to participate in company-sponsored events.
• Be knowledgeable of the Company’s 17 Commitments of CARE
• Use the Hotel and Departmental Mission Statements as models for professional behavior.
• Be familiar with Guest Satisfaction Scores and recommend solutions to improve the guest’s service experience.
• Be knowledgeable and support the CARE program.

Required skills and experience Summary:

• High School Diploma or GED equivalent
• Proficient ability to speak and write in English
• At least 2 years working in a direct public contact position (face to face)
• Ability to type at least 25 words per minute.

Preferred skills or experience, but not required

• The ability to speak and write fluently in a foreign language
• Previous Hotel experience
• Associate’s or Bachelor’s degree
• Working knowledge of Window’s based programs.
• Experience with Hilton systems

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills: Must be able to calculate figures and amounts and apply basic addition, subtraction and multiplication.

Reasoning Ability: Must be able to analyze routine data to make appropriate judgements regarding the process of guests checking in/out of the hotel. Must be able to use appropriate judgements as it pertains to supervisory duties.

Hours: Due to the seasonal nature of the hospitality industry, and the fact that the hotel provides customer service 24 hours a day, 7 days a week, any employee may be required to work rotating shifts, night shifts, or overtime. Also, depending on the season, hours may be reduced at any time.