Front Desk Agent

Hilton; Tucson (AZ); On-site; USD 33,000 - 42,000; Full time

Job summary

Hirebridge LLC is seeking a courteous Front Desk / Night Audit associate to ensure guest satisfaction and maximize revenue. You will check guests in and out, handle reservations, promote hotel services, and balance daily cash transactions.

You will respond to guest requests, resolve issues, dispatch shuttle services, maintain logs, and uphold safety and policy standards while presenting a professional appearance.

Job description

Scope:
Ensure exceptional guest satisfaction and optimize hotel revenue through efficient and courteous check-in/check-out processes and attentive coordination of guest services.

Primary Responsibilities:

• Guest Registration & Check-Out:
  Promptly and courteously check guests in and out of the hotel using up-selling techniques to maximize room revenue. Prepare for group arrivals, departures, and VIP check-ins. Maintain awareness of all hotel events and functions during your shift.

• Customer Service & Support:
  Respond to guest requests and inquiries in a timely, friendly manner. Promote hotel amenities, services, and facilities, and provide helpful information about local attractions and directions to enhance the guest experience.

• Problem Resolution:
  Address and resolve minor guest issues independently to ensure satisfaction. Promptly elevate significant concerns, complaints, or disturbances to the supervisor.

• Reservations & Coordination:
  Assist guests with reservations or coordinate with the central reservation system as needed.

• Cash Handling & Reporting:
  Accurately handle guest payments and departmental accounting, including receipts, guest accounts, and credit transactions. Post all charges, complete daily cashier reports, prepare bank deposits, and reconcile cash drawers.

• Security & Safety:
  Issue, control, and manage guest safe-deposit boxes in accordance with security procedures.

• Night Audit Coverage:
  Be cross-trained to perform Night Audit duties, including balancing daily financial transactions and preparing audit reports.

• Telephone & Communication Duties:
  Handle all incoming calls efficiently and professionally. Dispatch shuttle services and internal staff as necessary. Maintain a guest call log, respond to requests or complaints promptly, and ensure thorough follow-up.

• Professional Presentation:
  Maintain a polished and professional appearance in accordance with company dress code and grooming standards.

• Policy Adherence:
  Follow all hotel and company policies, procedures, and service standards consistently.