Front Desk Agent - Embassy Suites Phoenix Biltmore

“Where First Impressions Become Lasting Memories.”

Embassy Suites at Biltmore is looking for friendly, energetic, guest-focused individuals to join our Front Desk team! If you love helping people and want to grow your career in a supportive, fast-paced hospitality environment, we’d love to meet you.

WHAT WE’RE LOOKING FOR

• Friendly, upbeat personality

• Strong communication & multitasking skills

• Customer service or hotel experience a plus

• Ability to work flexible schedules, including weekends/holidays

• A passion for hospitality and teamwork

A Front Desk Agent is responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

What will I be doing?

· 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 rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her

· Assist guests with check-out including, but not limited to, ensuring rooms 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, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries

· Use up-selling techniques to promote hotel services and facilities and to maximize room 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

· In addition to performance of key responsibilities, this position may be required to possess a combination of the following skills and experiences:

· Strong organizational and analytical skills, along with demonstrated ability to multi-task and prioritize in a fast-paced work environment

· Demonstrated ability to work cohesively with a team

· Ability to exercise sound logic and judgment in evaluating situations and utilizing appropriate resources

· Must be self-directed, motivated and demonstrate exceptional customer service and interpersonal skills

· Must have experience in all Microsoft Office suite products

· Must be able to work mornings, nights, weekends, holidays

Responsibilities

· Must have OPEN AVAILABILITY especially on Weekends

· The Front Desk Agent will greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of their stay, maintaining Service Standards

· 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 with routine efficiency from a computer system, confirming pertinent information including number of guests and room rate

· Promptly answer the telephone using positive and clear communication

· Input messages into the computer and update Guest profiles

· Retrieve messages and communicate the content to the guest

· Retrieve mail, small packages and facsimiles for customers as requested

· Field guest complaints, conducting through research to develop the most effective solutions and negotiate results

· Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc

· Take ownership of guest challenges and follow through to ensure guest satisfaction

· Remain calm and alert especially during emergency situations and heavy hotel activity

· Plan and implement detailed steps by using experienced judgment and discretion

· Complete all other assignments, duties and tasks as assigned by the Front Desk Manager

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

What will it be like to work for Hilton?

Benefits

Comprehensive health insurance options.

401(k) retirement plan with company matching.

Paid time off

Go Hilton Travel Benefits

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands . Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands . Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!