Front Desk Agent

About the role

The Doubletree Omahais is seeking an experienced and enthusiastic Front Desk Agent to join their team. The ideal candidate will embody a passion for the hospitality industry and possess a strong personality, integrity, and dedication to customer service.

Responsibilities

• Check-in and check-out hotel guests in a confident, professional, and friendly manner.
• Initiate courtesy calls after check-in to ensure guest satisfaction and offer assistance.
• Anticipate guests' needs, respond promptly, and acknowledge all guests, regardless of the time of day.
• Provide courteous and efficient telephone service related to general PBX services, answering calls promptly and accurately.
• Review arrivals, note special requests, and block rooms as necessary for VIP and group arrivals.
• Complete all items on shift checklists, including bucket checks to verify guest information, reservation details, and payment authorization.
• Follow proper credit card procedures, including swiping cards and obtaining signatures on registration slips.
• Adhere to cashiering procedures, verifying bank accuracy and balancing at the start and end of shifts, and printing closing reports.
• Communicate messages, mail, faxes, and wake-up calls to guests.
• Inform guests about hotel services and amenities.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Take, record, and relay messages accurately, completely, and legibly.
• Assist with reservations calls in a professional manner.
• Document and dispatch all guest requests and maintenance needs in the guest request manifest log and submit to the manager.
• Meet with previous Front Desk shifts to review hotel status, log-book information, and pass on items.
• Provide Concierge service, offering knowledge of local restaurants, special events, city attractions, and guest amenities.
• Knowledgeable of hotel fire and emergency procedures, including evacuation routes and exits.
• Keep the front desk and lobby areas clean and organized.
• Assist with reservations calls in a professional manner.
• Legibly document and dispatch all guest requests and maintenance needs in the guest request manifest log and submit to the manager.

Requirements

• Must be able to work both 7am - 3pm and 3pm - 11pm shifts.
• Prior Hilton hospitality experience preferred.
• Prior customer service experience preferred.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a computer system.
• MUST have prior front desk experience.

Benefits

• Dental
• Medical
• Vision
• Paid Sick Time
• Paid Vacation
• Paid Holidays
• Birthday Pay
• Life Insurance
• 401-K
• Room discounts
• Free Hot Meals per shift
• Flexible Schedules
• Travel Perks & Benefits
• Recognition & Rewards
• Growth Opportunities

Equal Employment Opportunity

Doubletree Omaha does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is the intention that all qualified applicants are given equal opportunity and that selection decisions are based on job-related factors.