Front Desk Agent - Hilton Tucson El Conquistador

Hilton; Oro Valley (AZ); On-site; USD 21,000 - 28,000; Full time

Job summary

Hilton in Oro Valley, AZ is seeking a Front Desk Agent responsible for check-in/check-out, upselling to maximize room revenue, and coordinating hotel services to ensure guest satisfaction.

The role includes handling payments, answering guest questions, promoting outlets, guiding local attractions, and supporting Night Audit when needed. Candidates should have a high school diploma and customer service experience; night/weekend shifts and overtime may be required.

Qualifications

• High School diploma or equivalent.
• Some customer service experience.

Responsibilities

• Registers guests into the hotel in a prompt and courteous manner using up selling techniques to maximize room rates; prepares for group check in and out and VIP arrivals; becomes informed of events/ functions in the hotel during the shift.
• Checks guests out of the hotel; processes customer payments according to established policies and procedures.
• Responds to guest requests promptly; promotes hotel services, facilities and outlets; provides guests with information such as local attractions and directions to increase satisfaction.
• Cross trained to perform Night Audit duties.
• Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.
• Books guest reservations or coordinates with reservation center.
• Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier’s report, prepares deposit and counts cashier bank.
• Issues, controls and releases guest safe-deposit boxes.
• Performs telephone operator duties to answer guest calls, dispatch shuttle, record guest calls in guest call log, dispatch calls to appropriate staff respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.
• Provides a professional image at all times through appearance and dress.
• Follows company policies and procedures.

Skills

Interpersonal skills

Computer skills

Typing

Education

High School diploma or equivalent

Job description

Scope:

Ensures guest satisfaction and revenue optimization through check in, check out and attentive coordination of hotel services for the guest.

Primary Responsibilities:

• Registers guests into the hotel in a prompt and courteous manner using up selling techniques to maximize room rates; prepares for group check in and out and VIP arrivals; becomes informed of events/ functions in the hotel during the shift.
• Checks guests out of the hotel; processes customer payments according to established policies and procedures.
• Responds to guest requests promptly; promotes hotel services, facilities and outlets; provides guests with information such as local attractions and directions to increase satisfaction.
• Cross trained to perform Night Audit duties.
• Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.
• Books guest reservations or coordinates with reservation center.
• Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier’s report, prepares deposit and counts cashier bank.
• Issues, controls and releases guest safe-deposit boxes.
• Performs telephone operator duties to answer guest calls, dispatch shuttle, record guest calls in guest call log, dispatch calls to appropriate staff respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.
• Provides a professional image at all times through appearance and dress.
• Follows company policies and procedures.

Note: Other duties assigned by supervisor or management

Relationships:

Internal:

• Engineering: To relay guest needs for service.
• Accounting: To seek credit approval for payment processing.
• Housekeeping: To verify room availability.

External:

• Hotel guests: To sell and provide customer service; to resolve problems.
• Valet Service: To provide customer service
• Transportation Companies: For guest transportation, Lost Bags, Distressed Guest.
• Local Businesses: To provide information for guest and develop relationships

Qualifications:

Education/Experience:

High School diploma or equivalent and some customer service experience.

Certification and/or License Requirement:

None.

Skills:

• Interpersonal skills
• Computer skills
• Typing

Working Conditions:

• Will be required to work nights, weekends and holidays.
• Will be required to work in fast paced environment.
• May be asked to work overtime.