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Front Desk Agent

Guest Services
Based on Experience
Varies

Previous customer service experience required. Excellent guest service and communication skills.

Position Purpose:

To assist in checking in and checking out guests in the hotel’s continuing effort to deliver outstanding guest service and financial profitability to the owners of the hotel.

Essential Functions:

  • Greet guests and complete the registration/check-in 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 Property Management System, handling cash money, processing credit and debit cards, accepting and recording various forms of payment, making change and processing gift certificates and cards.

  • Compile packets for guests that have booked package reservations and add messages to the reservation to prompt the check-in agent to give the guest the packet.

  • Complete daily check lists and ensure that each task is completed thoroughly.

  • 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/negotiate solutions for guest satisfaction and to help SALT scores.

  • Receive, input, retrieve and relay messages to guests.

  • All other duties a assigned by your supervisor.

  • Ability to stand for long periods of time (min of 8 hours).

  • Using e-mail to communicate with guests and/or hotel employees.

Specific Job Knowledge, Skill and Ability:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

  • Must have a friendly, congenial personality.

  • Must have a cooperative attitude.

  • Must have a willingness to work and be flexible in work scheduling.

  • Must be a patient, courteous listener, and able to show empathy.

  • Must exhibit energy and enthusiasm for the job and the facility.

  • Must be able to work well with people (guests and team members).

  • Must insure the privacy of each guest.

  • Must be able to make sound decisions which are sensitive to the guest’s needs.

 

Human Resources
4000 S. Sandestin Blvd. Miramar Beach, FL 32550
850-267-9608
HR@HiltonSandestinBeach.com
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