Front Desk Agent @ Hampton Inn & Suites, Landfall

About the role

At Summit Hospitality Group hotels, the Front Desk Agent works directly with the public to check-in and check-out guests and to achieve outstanding guest service as measured by brand standards for Marriott, Hyatt, and Hilton. Responsible for providing guests with memorable service while conducting various daily operations and adhering to all Corporate and Brand Quality Standards.

Responsibilities

• Provide excellent customer service by greeting customers promptly and courteously, answering questions in a friendly, conversational manner.
• Communicate with other Associates and maintain a professional attitude, even in challenging situations such as dealing with irate guests. Solve problems quickly and efficiently, following up with guests to ensure satisfaction.
• Anticipate and resolve issues before they escalate.
• Explain necessary information for guests to access Internet and in-room entertainment at check-in.
• Ensure the lobby is clean, neat, and free of clutter; restock brochures, information, and commonly used forms in the front desk area.
• Provide information about local attractions and restaurants, and give directions when asked.
• Know and apply all Hotel and Corporate safety and security policies and procedures for guests and fellow Associates.
• Attend training sessions as required by your Supervisor and complete Brand-required training.
• Proactively assist teams during breakfast and social events to provide high-quality guest service when available.
• Ensure all guest accounts are posted promptly and correctly at check-in and check-out.
• Assist Front Desk/Operations Manager with ordering supplies and coding invoices for payment.
• Promote the loyalty of the brand and Summit Hospitality Group.
• Duties are subject to change, and additional responsibilities may be assigned.

Requirements

• Front Desk or Guest Services experience from Hilton, Hyatt, or Marriott preferred.
• Ability to work under pressure while maintaining a pleasant and professional personality when communicating with the public.
• Excellent oral and written communication skills.
• Strong leadership skills; demonstrated ability to lead by example.
• Skilled in hotel computer operations for reservations, reports, and guest services.
• Able to work a variety of shifts, including weekends and evenings (Saturday and/or Sunday).
• High School Diploma or GED equivalent.
• Reliable source of transportation.
• Flexible work schedule, including nights and weekends.
• Ability to arrive on time as scheduled.
• Ability to stand, sit, reach, bend, and stretch for extended periods of time.
• Operate computer and brand equipment for check-in and check-out.
• Ability to lift 30 lbs.
• Work in a fast-paced, high-pressure, team environment requiring patience and a high level of communication.

Schedule

Full-time positions require a 30-40 hour work week, including weekends and evenings (Saturday and/or Sunday). Part-time positions range from 1-29 hours per week. Hours beyond 40 must be approved in advance by your supervisor (applies to non-exempt Associates only).

Benefits

• Vacation and personal time for full-time associates.
• Insurance benefits for full-time associates: Medical, Dental, Vision, Life Insurance, FSA, and Supplemental Insurance.
• Hotel discounts.
• Quarterly bonuses.