Front Desk Agent

About the role

The Newly Built Tru by Hilton Norwalk, Iowa, is set to open soon and is seeking a Part-Time Hotel Front Desk Clerk, Hotel Front Office Agent, or Hotel Guest Service Agent.

Key Responsibilities

• Guest Check-In and Check-Out: Assisting guests with the check-in and check-out process efficiently, ensuring a smooth and welcoming experience.
• Reservations Management: Handling room reservations, cancellations, and modifications accurately while maintaining up-to-date records.
• Customer Service: Responding promptly and professionally to guest inquiries, complaints, and special requests, aiming to exceed guest expectations.
• Payment Processing: Handling payment transactions, including room charges, deposits, and refunds, while ensuring accuracy and compliance with hotel policies.
• Communication Hub: Coordinating with other hotel departments, such as housekeeping and maintenance, to address guest needs and resolve issues promptly.
• Providing Information: Offering information about hotel services, amenities, local attractions, and transportation options to assist guests with their plans.
• Problem-Solving: Resolving guest concerns or complaints effectively, escalating issues when necessary to maintain satisfaction.
• Maintaining Records: Keeping accurate and organized records of guest stays, payments, and interactions in the hotel’s property management system (PMS).
• Promoting Hotel Services: Upselling rooms and promoting hotel amenities, such as dining options or event spaces, to enhance the guest experience.
• Ensuring Security: Following safety and security protocols to safeguard guests, staff, and property, including verifying guest identification and monitoring for suspicious activity.

Requirements

• A high school diploma or equivalent.
• Previous experience in food service, hospitality, or customer service (preferred).
• A friendly and welcoming demeanor.
• The ability to interact professionally with guests and address their needs.
• The ability to manage multiple tasks efficiently in a fast-paced environment.
• A willingness to work collaboratively with coworkers.
• Flexibility to adapt to changing tasks or guest demands.

What we are looking for

• Flexibility to work weekends & holidays.