Position: Front Desk Agent/Night Auditor

Position Title: Guest Services Agent, Non-Exempt

Department: Front Office

Reports to: Front Office Manager & General Manager

Date Written/Revised: January 22, 2023

Principle Responsibilities/Position Purpose: Balance all daily work for the hotel. Post and balance charges in a timely and efficient manner. Greets and registers guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel . Upgrades guests, as required. Promotes hotel services, amenities and upsells products to the guests.

ESSENTIAL FUNCTIONS

1. Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.

2. Post and balance all hotel work for each day.

3. Prepare restaurant audits to breakdown and balance restaurant figures.

4. Handle all computer end of day issues and problems that might occur throughout shift.

5. Reconcile credit card system to daily transaction list from rooms.

6. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate.

7. Promotes and administers Hilton Marketing Programs such as Hilton Honors, for arriving guests.

8. Ensures guest knows location of room, and arranges for team member to accompany guest to room.

9. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.

10. Ensure rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel..

11. Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment. Converts foreign currency at current posted rates.

12. Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.

13. Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.

14. Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.

15. Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.

16. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Attempts to communicate with guest in guest's native language, if applicable.

• Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications

such as location changes or credit issues.

• Summons Bell services team members to escort guests to/from their rooms as appropriate.

• Provides safety deposit boxes for guest by escorting them to the vault pulling the box from the

vault and carrying it to the guest.

• Operate various office machines.

• Perform other duties and responsibilities as requested by the Supervisor.

Physical Activity:

During the shift you will be Climbing stairs, Walking, Standing, Crouching/Bending/Stooping, Reaching, Twisting, Grasping, Pushing/Pulling, Near Vision, Far Vision, Hearing, Talking Lifting/carrying (#50 lbs.).

OTHER DUTIES Assimilate into The Hilton Family PRIDE/CARE culture through understanding, supporting and participating in all elements of PRIDE/CARE. Demonstrate working knowledge of the service standards. Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position.

SAFETY REQUIREMENTS Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The hotel will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

‰ Knowledge of accounting operations to include all aspects, such as, accounts, receivable, payroll, etc.

‰ Ability to access and accurately input information into a computer using Excel software and other various software programs.

‰ Basic mathematical and calculator skills to prepare mathematical calculations without error.

‰ Office machines: operate calculator/10-key by touch, copier, fax, telephone.

‰ Must possess the ability to post and balance large amounts of charges efficiently and accurately.

‰ Ability to learn and perform all essential job functions accurately and safely with minimal direct supervision, within initial training period after employee begins work.

‰ Maintain an open line of communication between guests, team members and management.

QUALIFICATION STANDARDS

EDUCATION

High School graduate or equivalent required.

EXPERIENCE

1 year of prior guest service experience are preferred. Prior hospitality experience also preferred.

GROOMING/UNIFORMS

All employees must maintain a neat, clean and well-groomed appearance. Showered or bathed daily before arriving for shift. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.

NOTICE:

Standing, bending, stooping, and lifting weights up to and including 50 lbs. may be required.

The hospitality business functions seven (7) days a week, twenty-four hours a day.

In addition, this is a hospitality business, and a hospitable service atmosphere must be always projected.

'Work Location: One location Work Remotely No

Job Type: Full-time

Pay: From $10.00 per hour

Benefits:

• Employee discount
• Flexible schedule

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• Weekends as needed

Work setting:

• In-person

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person