FRONT DESK AGENT

Essential Job Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Greet guests with a warm and friendly demeanor upon arrival. Fulfilling requests, following special instructions, and adhering to established security and credit policies and procedures while using standards of service.
• Promote Hilton Hospitality and brand-specific marketing programs.
• Effectively communicate with other hotel departments to ensure seamless guest experiences.
• Address guest inquiries and resolve issues promptly, follow up ensuring complete guest satisfaction.
• Using computer system for most functions, select and block rooms for incoming guests; pre-register individuals or groups as required; assist in escorting VIPs as requested.
• Check guests out of the hotel in accordance with procedures; make change and post charges to guest accounts.
• Knowledgeable of room and rate availability for current and future dates to quote for guests.
• Handle safety deposit box requests; including distributing, giving access and closing procedures.
• Complete key packets and vouchers.
• Reconcile transactions at the close of shift and cash out with leader.
• Promote and upsell hotel services, packages, and loyalty programs.
• Answer phones according to service standards and within three (3) rings.
• Handle hotel emergency procedures and situations with professionalism.
• Collaborate with leadership to handle difficult situations and ensure guest satisfaction.
• Other duties and responsibilities as assigned.
• The employee may be expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.
• Maintain a safe work environment for co-workers and a safe hotel for guests; please refer to Section 2.4 in the Team Member Handbook for specific examples.