Front Desk Agent II

SUMMARY:

Accommodates guests of the hotel by performing the following duties. Essential duties and responsibilities of this position include the following (other duties may be assigned as needed) must be able to work flexible schedule including weekends and holidays.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Greets, registers, and assigns rooms to guests following established check-in/check-out procedures.
• Handles early check ins professionally and according to standards
• Completes AM and/or PM checklists as assigned by a Supervisor, Front Office Manager or MOD.
• Issues room keys and follows room key safety procedures.
• Transmits and receives telephone messages, Answers inquiries pertaining to hotel services; registration of guests, shopping, dining, entertainment, and travel directions.
• Handles all in-house guest requests for housekeeping amenities and Engineering issues through HotSoS or radio as needed.
• Follows up with all requests to ensure completion in a timely manner
• Keeps records of room availability and guests accounts
• Enrolls guests in Hhonors membership program as required by Hilton Corporation
• Follows all upsell procedures and incentive programs
• Makes reservations for in-house room extensions, walk ins, and as needed as well as confirm reservations including sending email confirmation pages.
• Maintains knowledge of various room types and rates.
• Computes bills, collects payment, and makes change for guests.
• Makes restaurant, transportation, or entertainment reservations and arranges for tours.
• Utilizes the front office computer system.
• Answer to all text messages from guests through Kipsu system
• Answer all incoming calls promptly in a friendly, courteous and professional manner in all dealings with guests, patrons and other employees.
• Welcome hotel guests with a smile in person and over the phone, an emphasis on fulfilling guest requests, and following instructions as well as Hilton and Resorts World Standards and procedures.
• Knowledge of the hotel and hotel areas.
• Provide information, recommendations and booking services for a variety of guest inquiries, including, but not limited to, directions, hours of outlet operation, hotel services, transportation and travel arrangements, tour and event tickets, restaurant reservations, and medical care

• Retrieve mail, small packages and facsimiles for guests as requested
• Arrange and confirm recreational, business and dining activities both inside and outside the hotel for guests
• Respond to special requests for services including dry cleaning, special amenities, pre-arrival amenities, etc.
• Register VIP guests, as needed
• Promote Company marketing programs and distribute printed materials, as needed
• Handle any amenities from groups at check in time

• Able to handle multi telephone lines and guests waiting in line in person.
• Able to handle guest concerns or complaints while using the HEART model and Make It Right program.
• Work closely with the bell desk staff to coordinate the efficient delivery of guest luggage and following up on guest requests.
• Distribute mail to the correct destination.
• Ensure that wake up calls are entered accurately in the system. Log wake up calls, faxes, notes, letters and mail, packages and guests requests at needed.
• Able to perform the tasks related to a telephone operator, a reservation agent, a concierge, an engineer, a security officer and a housekeeper.
• Responsible for maintaining the front office area clean, organized and stocked at all times including lobby area as needed
• Able to handle hotel emergency procedures and situations with maturity and professionalism.
• Perform tasks and projects as delegated by the Front Office Manager, Front Office
• Assistant Manager, Sales or Resident Manager.
• May be placed as a PBX Operator, Front Desk agent, Concierge or Bell Captain as needed
• Provide courteous, professional and friendly service at all times
• Able to solve day to day problems first hand without having to contact a supervisor/manager as trained
• Other related duties.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY:

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.

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information to resolve conflicts.
• Basic mathematical skills and considerable skill in the use and operation of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to listen effectively and comprehend the English language to understand and obtain instructions and information.
• Ability to see and hear in order to observe and detect signs of emergencies.
• Able to stand for long period of times 

WORK EXPERIENCE & EDUCATION REQUIREMENTS: 

• High School Diploma or GED. 
• Six months to one-year minimum front desk experience at any hotel brand required.
• Able to train new staff member
• Must be able to communicate clearly with guests, customers, supervisors and fellow employees.
• Must be able to calculate figures and amounts and apply basic addition, subtraction and multiplication.
• Fluent in English mandatory