Front Desk Agent

Hilton Garden Inn Lake Oswego; Lake Oswego (OR); On-site; USD 21,000 - 30,000; Full time

Job summary

Hilton Garden Inn Lake Oswego is seeking a friendly front desk agent to warmly greet guests, check them in and out, and manage guest requests. You will handle registrations, process payments, and provide local recommendations, ensuring a smooth, welcoming stay.

The role requires clear English communication, basic computer skills, and a readiness to assist guests throughout their visit. Responsibilities include handling reservations, upselling hotel services, and maintaining accurate records in

Qualifications

• High school diploma or equivalent.
• Ability to communicate effectively in English.
• Experience in customer service is preferred but not required.

Responsibilities

• Greet and register guests at the front desk.
• Handle check-in/out and manage guest accounts.
• Input guest information into the computer system and process payments.
• Provide information on local attractions and hotel services.
• Maintain professional appearance and posture during shifts.

Skills

Customer service

English communication

Computer input

Stamina

Multitasking

Education

High school diploma

Tools

Point-of-Sale system

Credit card processing

Job description

Description

Job Overview: As front desk agent, you will greetand registerguests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in the hotel. Upgrades guests, and promotes hotel services and amenities. Completes the registration process, codes electronic keys, and makes appropriate selection of rooms based on guest needs. Promotes and administers Marketing Programs for arriving guests. Ensures guest knows location of room, and arranges for team member to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.

Responsibilities and Duties

• Greet 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 as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Requires continual standing and movement throughout front office.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash make change and balance an assigned house bank. Accept and record vouchers, travelers’ checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest room and House accounts using the computer.
• Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, research and attempt to resolve problem within established guidelines; may include turning problem over to a supervisor.
• Field guest complaints, conducting through research to develop the most effective solutions and resolve complications such as location changes or credit issues. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating, or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
• Summon guest service personnel for assistance to escort guests to their rooms as appropriate.
• Provide safety deposit boxes for guest by escorting them to the vault room, assisting the customer in opening the deposit box lock.
• Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer.
• Use the photocopier to make copies of items as required.
• File registration cards in room number order.
• Retrieve registration cards from the files for each check out.
• Other duties as assigned by the supervisor such as assisting PBX operators or reservations agents.

Specific Job Knowledge and Skills

• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• 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 and help resolve conflicts.
• Ability to stand and move throughout the front office and continuously perform essential job functions.
• Ability to read, listen and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer

Qualifications

• Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge, skills, and abilities.
• No special licenses required.
• No prior experience required. Prior hospitality experience preferred.
• Additional language ability preferred.i>

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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