Front Desk Representative

We are looking for an experienced Front Desk Agent to join our team at the Homewood Suites Charlottesville!

Job Title: Guest Service Representative

Department: Front Office

Reports To: Guest Service Supervisor/Assistant General Manager

GENERAL: To serve guests while providing the highest level of service possible in an efficient, courteous and professional manner by following our standards of aggressive hospitality and adhering to guidelines and procedures.

DUTIES AND RESPONSIBILITIES:

• Operate PMS system

• Ensure proper cash handling at all times

• Check in guests following standard

• Check out guests following standard and reviewing bill prior to completion

• Utilize the OPOG model when interacting with a guest

• Utilize the HEART model when responding to a guest concern

• Follow the Guest Service Recovery model to take action to a guest concern

• Perform guest room assignments and accommodate special requests

• Be knowledgeable about the Hilton Honors Rewards program

• Answer the phones according to proper call script and within 3 rings

• Know how to handle safe deposit requests

• Handle mail, packages, fax and messages properly and in a confidential manner

• Ensure the cleanliness of the front desk, back office, and lobby area at all times

• Assist fellow associates in their jobs to ensure that all jobs are done in a timely manner

• Be familiar with the AM, PM and Night Audit checklists 

• Over communicate information among other departments and fellow associates

• Complete property walk-throughs on a consistent basis through shift to:

• Carry out all reasonable requests by that of a guest or supervisor

• Maintain the appearance of the Suite Shop by stocking and cleaning 

• Set the next shift up to succeed by having already reviewed arrivals and providing them the appropriate information they need in the Pre Shift and the communication binder

• Maintain an accurate Inventory and utilize Inventory Control Procedures

• Be aware of current sell strategies, no walk rate, upcoming special events, etc.

• Know emergency procedures and be ready to act at anytime

• Attend any mandatory training and or meetings as scheduled

GENERAL RESPONSIBILITIES:

• Report to work on time with proper uniform, including name tag. Personal appearance must comply with the standard of the hotel

• Be informed about daily operations

• Check with your immediate supervisor for additional information

• Have knowledge about sales strategy, packages, promotions, discounts, groups and know how to handle these and how they relate to other departments

• Develop a thorough knowledge of the products, including hotel rooms, type of rooms, amenities, services of hotel, etc.

• Develop knowledge about frequent guests and their special requests and needs

• Be familiar with cultural differences in order to meet all different customer needs

• Be able to work according to budget; keep constant eye on staffing level and control costs

• Be knowledgeable about etiquette and protocols

• Be familiar with all emergency plans and be able to act upon them

• Use your PMS password with discretion; always log off terminal when not working

• Have a good knowledge about the city and local attractions

• Report any unusual occurrences immediately to the Assistant General Manager

• At all times strive to represent Hilton in the most professional, courteous manner

• Other duties as assigned

Job Type: Full-time

Salary: Commensurate with experience and skills

Job Type: Full-time

Pay: From $15-16 per hour

Benefits:

• Employee discount
• Paid time off
• Professional development assistance
• Referral program

Schedule:

• 8 hour shift
• On call
• Weekends as needed

Work Location: In person