Front Desk Agent DoubleTree by Hilton

DoubleTree by Hilton Portland; Portland (OR); On-site; USD 30,000 - 40,000; Full time

Job summary

A leading hotel in Portland seeks a Front Desk Clerk to greet guests and manage registrations. The ideal candidate will provide excellent customer service, handle payments accurately, and maintain a welcoming environment. Previous hospitality experience is preferred, further enhancing the guest experience.

Qualifications

• Preferred high school diploma.
• Hospitality experience preferred but not required.
• Ability to handle difficult customers.

Responsibilities

• Greet and register guests, providing prompt and courteous service.
• Handle cash and balance the house bank.
• Close guest accounts and resolve complaints.

Skills

Effective communication

Mathematical calculations

Customer service

Education

High school diploma

Job description

JOB SUMMARY

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay. Ensures guests have an exceptional stay to meet the hotel's high standards of quality.

ESSENTIAL JOB FUNCTIONS

This description summarizes primary responsibilities and qualifications. It does not include all duties or qualifications that may be required now or in the future. The hotel operates 24/7, so shift times and hours may vary.

Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond appropriately, 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 details such as the number of guests and room rate. Select rooms based on guest needs. Code electronic keys, certificates, and coupons as needed. Requires standing and moving throughout front office areas.

Verify and imprint credit cards for authorization using electronic methods. Handle cash, make change, and balance the house bank as assigned. Accept and record vouchers, travelers' checks, and other payments. Perform accurate arithmetic functions using a calculator. Post charges to guest rooms and accounts via computer.

Answer the telephone promptly with a positive and clear English communication. Input messages into the system, retrieve messages, and communicate content to guests. Retrieve mail, packages, and facsimiles as requested.

Close guest accounts at check-out and ensure guest satisfaction. If issues arise, research and attempt resolution within guidelines or escalate to a supervisor.

Handle guest complaints by researching and resolving issues such as location changes or credit problems. Assist with problems like pricing conflicts or room temperature issues. Remain calm during emergencies and busy periods. Use judgment and discretion to plan and implement solutions. Keep corridors and service areas neat at all times.

Adhere to all company policies, safety, and security procedures. Know fire prevention and emergency protocols. Use protective equipment and report unsafe conditions, accidents, injuries, property damage, or loss to supervisors.

Maintain a neat, clean, and well-groomed appearance as per the team member handbook. Assist other front desk staff as needed. Perform any other duties assigned by supervisors or managers.

KNOWLEDGE, SKILLS & ABILITIES

The hotel may consider an equivalent combination of education and experience that provides the required knowledge, skills, and abilities. High school diploma preferred.

Experience in hospitality is preferred but not required.

Proficient in calculator use and performing moderately complex mathematical calculations accurately.

Effective communication skills in English, both verbal and written, with the ability to handle difficult customers with patience, tact, and diplomacy.

Ability to accurately input information into a moderately complex computer system.

Hearing and visual abilities to observe and detect emergency situations.