Front Desk Agent / Night Auditor

SUMMARY: Provides front desk services to guests in a friendly, efficient, and professional manner.

DUTIES AND RESPONSIBILITIES:

· Greets guests and checks them into hotel following established procedures including but not limited to assuring all necessary information is received and entered into computer, obtaining credit card imprint for incidental expenses, informing guests of pertinent hotel policies, issuing room keys, directing guests to rooms and other areas.

· Knowledge and adherence to all Hilton and DoubleTree Hotel policies and procedures as directed.

· Responds to guest questions either in person or over the phone in a courteous and professional manner; provides information including but not limited to directions, shopping, dining, entertainment, hotel services, and safety.

· Fulfills guests’ needs, ensuring their stay is as pleasurable as possible; assists with dining, entertainment, or transportation reservations as needed.

· Resolves guest problems/complaints; utilizes own best judgement in resolving issues or refers to management as needed.

· Answers hotel internal and external phone calls within 3 rings, and provides information as needed; takes messages for hotel guests and assures receipt.

· Makes and confirms reservations for future hotel guests following established procedures including but not limited to assuring room availability, obtaining all necessary guest information, obtaining credit card information, assuring guest understands all hotel policies particularly with regard to reservation cancellation.

· Hilton OnQ PMS thorough knowledge and understanding of all aspects.

· Checks guests out of hotel following established procedures including but not limited to computing bills, collecting payment, and providing guest with necessary paperwork.

· Maintains front desk area and lobby in a clean and orderly fashion.

· Possesses and maintains thorough knowledge of hotel and area’s attractions.

· Completes all necessary paperwork and required shift logs, and maintains files and records.

· Performs clerical duties as required including but not limited to filing, photocopying, faxing, and mailing.

· Performs other duties as assigned by manager.

· Provides all a service oriented environment.

QUALIFICATIONS:

· Prior experience in hospitality industry or equivalent preferred.

· Commitment to excellence and high standards

· Excellent written and oral communication skills

· Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm

· Acute attention to detail

· Strong organizational, problem-solving, and analytical skills

· Ability to manage priorities and workflow

· Proficient on Hilton OnQ, Hilton Lobby, MS Outlook, Word and Excel

· Excellent customer service skills

· Ability to understand and follow written and verbal instructions.

· Professional appearance and demeanor, must wear required uniform at all times

· Maintain uniform in a clean professional and presentable manner

· Ability to effectively communicate with people at all levels and from various backgrounds.

· Bilingual skills not required by a plus.

PHYSICAL/MENTAL REQUIREMENTS:

While performing the duties of this job, the employee is frequently required to do the following:

· Stand for long extended periods of time.

· Calculate figures and amounts.

· Understand and respond to a diverse population.

· Active listening, creates a calm hospitable environment, winning difficult guests over if needed.

WORK ENVIRONMENT:

· Very busy demanding

Job Types: Full-time, Part-time

Pay: $17.00 - $18.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $17 - $18