Front Desk Agent - Hilton Phoenix Resort at the Peak

Job Description

Job Description

What will I be doing?
As a Guest Services Agent, you would be responsible for greeting and registering guests and checking guests out of the resort in the resort's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of suites, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of suite and/or has a bell person accompany him/her
• Assist guests with check-out including, but not limited to, ensuring suites and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards
• Demonstrate a thorough knowledge of hotel information including, but not limited to, suite categories, suite rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
• Use up-selling techniques to promote resort services and facilities and to maximize suite occupancy
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner
• Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction
• Receive, input, retrieve and relay messages to guests

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.