Front Desk Guest Service Agent On Call

Primary mission:

Responsible for greeting and registering guests, providing excellent GUEST SERVICE, and settling the guest’s account upon completion of their stay. The Front Desk Agent normally works a regular FRONT DESK shift but may be asked and assigned another shift due to work needs.

Responsibilities:

• Main responsibilities include registering guests, making and modifying reservations, but may be required to assist with hotel operator and/or concierge duties.
• Possesses knowledge of all hotel features, services, hours of operation, room numbers and types, room layout, decor, room rates, packages/promotions, daily house count and room availability status with expected arrivals and departures, scheduled in-house activities and their locations and times.
• Pre-register, block reservations and take same day reservations, when necessary, cancel room reservation according to cancellation guidelines.
• Process guest check-ins by confirming reservations and review all noted information. Guest(s) without reservations can be sold an agreed upon room type. Register guest in OnQ PMS, verify registrations with guest; obtain information for credit/payment, collect cash if designated; assign guest room; and advise guest of any messages, mail, faxes, etc. received for them.
• Communicate services and amenities of the hotel to guests.
• Maintain guest history files.
• Set-up accurate accounts for each guest in accordance to their requirements, i.e. separate room/tax/incidentals, comp.
• Maintain, monitor and balance room availability for any given day.
• File registration cards and vouchers by room number.
• Handle VIP and upgraded accommodations
• Assist and process overbooked or walked’ guests.
• Assist and provide room change accommodations.
• Documents all guest requests, complaints, or problems.
• Resolve guest complaints to ensure guest satisfaction.
• Maintain organized and clean work area with necessary supplies.
• Responsible for assigned bank and ensure accuracy of contracted monies; keep bank secure at all times.
• Meet with FOM/Supervisor daily to review assignments and priorities.
• Communicate with prior shift's Front Desk Agent to review all follow-up items.
• Answer department telephone within 3 rings, correct greeting, and proper etiquette.
• Take and relay messages accurately, completely, and promptly.

Prior Experience:

· 1+ Previous Front Desk experience of employment in a related position with Hilton or other companies in hotels.

• Must have basic Excel, PowerPoint, Word; PC knowledge, minimum typing speed of 50wpm, ability to write and communicate professionally, bi-lingual fluency a plus; Must be hospitality oriented and possess the ability to work under pressure. Should possess the ability to complete multiple tasks simultaneously.

Education:

· High School diploma or GED required; college degree preferred.

Subject Expertise:

· Must be able to work weekends and holidays, morning and evening shifts.

· Able to sustain composure, remain calm, and possess a positive attitude.

· Must be service oriented, energetic and outgoing with excellent customer service skills.

· Must be able to follow directions with focus to detail, speed, and accuracy.

· Must be a team player with the ability to work under minimal supervision.

· Must be able to multi-task in a fast-paced work environment.

· Must possess excellent interpersonal and organizational skills.

· Must have basic knowledge or arithmetic.

· Must have the ability to input data and access information on the computer.

· Must have working knowledge of Microsoft Office and previous experience with a hotel management system; OnQ preferred.

· Must be able to exercise confidentiality and discretion.

Other Expectations:

• Abide by payroll policies, procedures and rules of conduct as stated in the Handbook.
• Demonstrate a working knowledge of all company safety and security procedures.
• Hours required must primarily work morning, afternoon shifts including, Saturday, Sunday and Holidays.

Job Type: Part-time

Salary: $20.00-$22.96 per hour

Expected hours: No less than 16 per week

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• On call
• Weekends as needed

Work Location: In person