Front Desk Agent

Hotel Fort Des Moines, Curio Collection by Hilton; Des Moines (IA); On-site; USD 30,000 - 38,000; Full time

Benefits offered by this job

Hotel discounts

Travel discounts

Professional development

Job summary

Hotel Fort Des Moines, Curio Collection by Hilton is seeking Guest Service Representatives to be the first in-person contact for guests, delivering brand standards and exceptional service across the hospitality experience.

Responsibilities include greeting guests, managing check-in, handling requests, solving problems, and coordinating with departments. Requirements: 2+ years in customer service, strong communication, HS diploma, and open availability for a 24/7 operation.

Qualifications

• 2+ years of customer service experience, preferably in Hospitality or related industry.
• Previous hotel front desk experience heavily preferred
• High School diploma or equivalency education certificate required
• Excellent verbal and written communication skills
• Must be able to speak, read, and write in primary language used in the workplace

Responsibilities

• Welcome arriving guests and complete the hotel’s arrival/check-in experience, fulfilling special requests and accurate information.
• Engage in purposeful communication and build rapport with guests to uncover expectations and needs.
• Effectively engage with guests via phone or electronic channels to ensure satisfaction.
• Promote brand loyalty programs and offer rate packages and upgrades when appropriate.
• Coordinate with hotel departments to ensure timely delivery of guest expectations and resolve issues.
• Listen to guests, solicit feedback, and act on concerns.
• Maintain professionalism consistent with brand and company expectations.
• Know and communicate hotel emergency procedures and assist guests in emergencies.
• Use the hotel log to notify associates and supervisors of pertinent information.
• Maintain balance and security of house bank and log transactions if applicable.

Skills

Customer service

Verbal communication

Written communication

Front desk experience

Education

High School diploma

Job description

What's in it for you…

• Hotel and travel discounts at worldwide destinations!
• Professional development and promotion opportunities!

About this job...

Guest Service Representatives are often the first in-person contact for hotel guests and support the realized and unrealized needs of guests throughout the hospitality experience. Serving as a brand liaison, Guest Service Representatives are engaging, attentive, service-oriented, and take a creative approach to problem solving. The primary responsibility of a Guest Service Representative is to deliver and exceed guest expectations, execute brand service standards, resolve challenges, and maintain excellent communication with guests, peers, and supervisors.

What you'll be doing...

• Welcome arriving guests and complete the hotel’s arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.
• Engage in purposeful communication and build rapport with guests, creating an open dialogue to uncover guest expectations and unrealized needs.
• Effectively engage with guests through phone or electronic communication consistent with hotel brand standards to ensure guest satisfaction.
• Promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate.
• Effectively communicate with hotel departments to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.
• Listen to guests and empathize with their challenges. When necessary, solicit guest feedback and act on guests concerns.
• Always maintain professionalism consistent with hotel brand and company expectations.
• Know and communicate hotel emergency procedures; inform and assist guests in emergencies.
• Use hotel communication log and verbal or electronic means to notify fellow associates and/or supervisors of pertinent information.
• If applicable, maintain balance and security of house bank and accurately log all transactions.

Experience & Education:

• 2+ years of customer service experience, preferably in Hospitality or related industry
• Previous hotel front desk experience heavily preferred
• High School diploma or equivalency education certificate required

Communication:

• Excellent verbal and written communication skills
• Must be able to speak, read, and write in primary language used in the workplace

Physical:

• 8+ hours per day at standing desk/computer; stand and walk frequently throughout the workday
• Lift, lower, and maneuver up to 30 pounds occasionally

Availability:

• Must have open availability to include morning shifts, evening shifts, weekends, and holidays to support a 24/7 365 business

Source: Hospitality Online