Front Desk Agent - Hilton Tucson El Conquistador

Job Description

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:

Ø 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.

Ø Checks guests out of the hotel; processes customer payments according to established policies and procedures.

Ø Responds to guest requests promptly; promotes hotel services, facilities and outlets; provides guests with information such as local attractions and directions to increase satisfaction.

Ø Cross trained to perform Night Audit duties.

Ø Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.

Ø Books guest reservations or coordinates with reservation center.

Ø 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.

Ø Issues, controls and releases guest safe-deposit boxes.

Ø 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.

Ø Provides a professional image at all times through appearance and dress.

Ø 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.