Front Desk Agent (Full Time) Job

Job Description:

Overview
Become a change agent for all things Guest Services! As a full-service Front Desk Agent, you will be the first person give a HILTON Welcome to our guests, followed by providing exceptional guest service throughout their entire stay, and ending with a "Thank you for staying with us and we hope to see you again!" as they depart. You'll have the opportunity to WOW our Hilton Honors members time & time again with your dedicated service for their lodging, dining and event needs.

*For truly interested candidates, please email your updated resume to [email protected].

BASIC PURPOSE:

Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all SOPs and LSOPs.

FUNCTIONS/REPSONSIBILITIES:

Handle guest registration and room assignments, accommodating special requests whenever possible.
Make guest reservations in a prompt and courteous manner, following the standard reservation systems, software and expectations of the company and of the brand
Pre-register, block reservations and take same day reservations and when necessary, future reservations following hotel rate structures, discounts, and sell strategies.
Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner.
Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc.
Cancel room reservations according to procedures.
Walk customers in a professional and courteous manner according to procedures.
Inventory guest room keys according to policy and request re-keying as necessary.
Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservationist.
Verify registration cards against computer to ensure accuracy of name, type of payment, rate, market segment.
Deliver guest invoices if working overnight shifts
Perform Night Audit functions as needed, and/or as requested by supervisor
Assist in other departments when the need arises, as directed by supervisor. This may include assisting with breakfast set up or clean-up, assisting with basic property cleanliness such as trash removal, assisting with basic clerical tasks to assist the sales, revenue and marketing efforts, and assisting with housekeeping and/or laundry needs
When needed, assist other departments and employees with any tasks requested by a supervisor or manager

KNOWLEDGE AND SKILLS:

Education: High School education or equivalent experience.

Experience: Knowledge of PEP System a plus. Previous experience in the hotel industry as Front Desk Agent preferred but not necessarily required. Much experience is gained from on-the-job training

Skills and Abilities:
Excellent grooming and appearance standards are required
Excellent verbal and written skills are required
Problem-solving skills are critical
Ability to take direction and work independently is required
Promptness and exceptional attendance is required
Requires a working knowledge of the Front Desk aspect of Sun's services, policies or operations and a general knowledge of the hotel.
Requires knowledge of and ability to operate computer equipment and the reservations system.

Hours Required:
Scheduled days and times may vary based on need and/or direction of supervisor
Flexibility in scheduling required, including weekends, night and holidays when needed
Must adhere to the time and attendance policies set forth by the company

ENVIRONMENT

Physical Job Requirements

Lifting/Pushing/Pulling/Carrying
Positions may require lifting of front office supplies, assisting with guest luggage, carrying of linens and laundry, kitchen supplies, and other essential property supplies

Bending/Kneeling /Reaching
Position requires frequent bending and kneeling to access supplies, drawers and cabinets, office supplies, and other essential property supplies

Mobility
Position requires ability to assist guests, walk guests and clients to rooms and meeting locations, deliver supplies or requests to housekeeping and other property departments, distribute invoices to guest rooms, and be able to assist with other essential property needs

Continuous Standing
This position requires continuous standing for entire shift

Climbing Stairs
This position may require climbing of property stairs

Hearing/Vision/Speech
This position requires that the employee be able to clearly communicate with, understand, and respond to supervisors, coworkers and guests

EOE STATEMENT: Sun Development and its properties are equal opportunity employers (EOE). Qualified applicants are considered for employment without regard to race, color, religion, sex, national origin, age, marital status, disability, sexual orientation, or any other characteristic protected by state or federal law.

Benefits:
401(k) matching
Dental insurance
Employee discount
Flexible schedule
Health insurance
Paid time off
Referral program
Vision insurance

Work Location: In person

Hotel and Conference Center: large amount of meeting space