Front Desk Agent

Home2 Suites by Hilton Carbondale; Carbondale (IL); On-site; USD 17,000 - 25,000; Full time

Job summary

Home2 Suites by Hilton Carbondale is seeking a friendly Front Desk Agent to warmly greet guests and manage check-ins/check-outs with accuracy and courtesy. Responsibilities include registering guests, verifying reservations, handling payments, promoting the guest program, and assisting guests with local information, luggage, and shuttle needs while maintaining security and SOPs.

You will maintain a cash bank, balance receipts, answer phones, and support other departments as needed in a

Qualifications

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must possess basic computational ability.
• Must possess basic computer skills.
• Extensive knowledge of the hotel, its services and facilities.

Responsibilities

• Greet and welcome guests upon arrival.
• Register guests and verify reservation, address, and payment information.
• Promote the Hilton Preferred guest program and provide recognition and benefits to members.
• Accept payments and manage cash handling, deposits, and receipts.
• Answer phones promptly and professionally, with courtesy.
• Perform check-ins and check-outs accurately and efficiently.
• Assist guests with luggage and shuttle service as needed.
• Maintain knowledge of local area and hotel services to aid guests.

Skills

Customer service

Communication skills

Cash handling

Security awareness

Teamwork

Education

High School diploma

Tools

Computer systems

Job description

Essential Functions of PositionGreet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote “preferred” guest program and provide recognition and benefits to all current members.Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guestsIssue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.Promptly respond to and resolve guest complaintsAnswer telephone promptly and properly being polite, courteous, and friendlyBe friendly, thorough, accurate and efficient in taking reservationsBe friendly, thorough, accurate and efficient in performing Check-insBe friendly, thorough, accurate and efficient in performing Check-outs(If applicable) Operate or assist with shuttle or transportation Service in a timely and courteous mannerAssist guests with luggage upon their arrival to and departure from the hotelUse the guests’ namesBe knowledgeable and helpful about the local area, the hotel and hotel servicesHandle messages, wake-up calls, mail, and faxes properlyAssist guests with laundry/dry cleaning needsKnow of incoming VIPsFollow all applicable Company Standard Operating Procedures.Perform other assignments as directed by the General MangerSupportive FunctionsTeamwork SkillsBe an enthusiastic, helpful and positive member of the teamBe professional, responsible and mature in conduct and behaviorBe understanding of, encouraging to and friendly with all co-workersBe self-motivated and use time wiselyMaintain open line of communications with each departmentCommunicate pertinent informationRespond positively to new ideasOpenly accept critical/developmental feedbackMaintain effective communication through the use of meetings, logbooks and bulletinsBe available to help other departments in emergency situationsAdhere to all work rules, procedures and policies established by the company including, but notlimited to those contained in the associate handbook.Safety and Security SkillsProperly handle and account for keysBe knowledgeable of policies regarding emergency procedures and security concernsEnsure protection of guests’ room numbersRevenue Generation SkillsDemonstrates proper selling techniques during the reservation and walk-in processAggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms availableHave complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, andservices; have in depth knowledge of and regularly re-stock and sell pantry itemsIncreases revenues by offering customers upgraded rooms and promoting hotel amenities and outletsHave full understanding of franchise honors programEnsure all customers establish credit upon check-in. Improves timeliness of cash flow by adhering to allestablished credit and inventory control procedures:Verifies all information on reservations check-in; name, address, method of payment, etc.Retrieves proper name and address verification and proper approval codes for cash and credit card payingcustomersIdentifies and records special billing instructions and notifies accountingCompletes shift closing accurately by getting appropriate approval signatures and authorization codesAdheres to hotel policies regarding the use of cash banksStays current with developments in the hotel by reviewing the communication logbook for each shift and updates logbook for next shift.Report potential sales contacts to the sales departmentEducation and ExperienceHigh School or equivalent education requiredPrior experience in a customer service positionSpecific Job Knowledge, Skills and AbilitiesThe individual must possess the following knowledge, skills and abilities and be able to explain and demonstratethat he or she can perform the essential functions of the job, with or without reasonable accommodation, usingsome other combination of knowledge, skills, and abilities:Must be able to speak, read, write and understand the primary language(s) used in the workplace.Must be able to read and write to facilitate the communication process.Requires good communication skills, both verbal and written.Must possess basic computational ability.Must possess basic computer skills.Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel islocated and its attractions.Physical RequirementsMost work tasks are performed indoors. Temperature is moderate and controlled by hotelenvironmental systems.Must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task.Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.Must be able to lift up to 15 lbs occasionally.Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinatesVision occurs continuously with the most common visual functions being those of near vision and depth perception.Ability to spend extended lengths of time viewing a computer screen.Requires manual dexterity to use and operate all necessary equipment.Must have finger dexterity to be able to operate office equipment.Other Job Requirements:Driver’s license with clean MVRAll associates must maintain a neat, clean and well-groomed appearance per Company StandardsRegular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings are required.Upon employment, all associates are required to fully comply with the Company’s rules and regulations for the safe and effective operation of the hotel facilities.