Front Desk Agent II (Overnight)

ESSENTIAL DUTIES & RESPONSIBILITIES

• Greets, registers, and assigns rooms to guests following established check-in/check-out procedures.
• Handles early check ins professionally and according to standards
• Completes AM and/or PM checklists as assigned by a Supervisor, Front Office Manager or MOD.
• Issues room keys and follows room key safety procedures.
• Transmits and receives telephone messages, Answers inquiries pertaining to hotel services; registration of guests, shopping, dining, entertainment, and travel directions.
• Handles all in-house guest requests for housekeeping amenities and Engineering issues through HotSoS or radio as needed.
• Follows up with all requests to ensure completion in a timely manner
• Keeps records of room availability and guests accounts
• Enrolls guests in Hhonors membership program as required by Hilton Corporation
• Makes reservations for in-house room extensions, walk ins, and as needed as well as confirm reservations including sending email confirmation pages.
• Maintains knowledge of various room types and rates.
• Computes bills, collects payment, and makes change for guests.
• Makes restaurant, transportation, or entertainment reservations and arranges for tours.
• Utilizes the front office computer system.
• Answer to all text messages from guests through Kipsu system
• Answer all incoming calls promptly in a friendly, courteous and professional manner in all dealings with guests, patrons and other employees.
• Welcome hotel guests with a smile in person and over the phone, an emphasis on fulfilling guest requests, and following instructions as well as Hilton and Resorts World Standards and procedures.
• Knows the hotel and hotel areas.
• Provides information, recommendations and booking services for a variety of guest inquiries, including, but not limited to, directions, hours of outlet operation, hotel services, transportation and travel arrangements, tour and event tickets, restaurant reservations, and medical care.
• Retrieves mail, small packages and facsimiles for guests as requested.
• Arranges and confirms recreational, business and dining activities both inside and outside the hotel for guests.
• Responds to special requests for services including dry cleaning, special amenities, pre-arrival amenities, etc.
• Registers VIP guests, as needed.
• Promotes Company marketing programs and distributes printed materials, as needed.
• Handles any amenities from groups at check in time.
• Able to handle multi telephone lines and guests waiting in line in person.
• Able to handle guest concerns or complaints while using the HEART model and Make It Right program.
• Works closely with the bell desk staff to coordinate the efficient delivery of guest luggage and following up on guest requests.
• Distributes mail to the correct destination.
• Able to perform the tasks related to a telephone operator, a reservation agent, a concierge, an engineer, a security officer and a housekeeper.
• Maintains the front office area clean, organized and stocked at all times including lobby area as needed.
• Able to handle hotel emergency procedures and situations with maturity and professionalism.
• Performs tasks and projects as delegated by the Front Office Manager, Front Office Assistant Manager, Sales or Resident Manager.
• May be placed as a PBX Operator, Front Desk agent, Concierge or Bell Captain as needed.
• Provides courteous, professional and friendly service at all times.
• Able to solve day to day problems first hand without having to contact a supervisor/manager as trained.
• Overnight Availability is required.
• Other related duties.

Specific Job Knowledge, Skill And Ability

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information to resolve conflicts.
• Basic mathematical skills and considerable skill in the use and operation of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to listen effectively and comprehend the English language to understand and obtain instructions and information.
• Ability to see and hear in order to observe and detect signs of emergencies.
• Able to train new staff member
• Able to communicate clearly with guests, customers, supervisors and fellow employees.
• Able to calculate figures and amounts and apply basic addition, subtraction and multiplication.
• Fluent in English mandatory

Requirements

• High School Diploma or GED.
• Six months to one-year minimum front desk experience at any hotel brand required.
• Able to communicate clearly with guests, customers, supervisors and fellow employees.
• Able to calculate figures and amounts and apply basic addition, subtraction and multiplication.
• Fluent in English mandatory.
• Assimilate into the Hilton Family Blue Energy culture through understanding, supporting and participating in all elements of Blue Energy.
• Show working knowledge of the service standards.
• Regular attendance in conformance with the standards, which may be established by Hilton from time to time is essential to the successful performance of this position.
• Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
• Grooming: All employees must maintain a neat, clean, and well-groomed appearance (specific standards available as per company’s handbook).

Other

Acknowledgment
I have reviewed this job description and I understand all my job duties and responsibilities.
I am able to perform the essential functions as outlined.
I understand that my job may change on a temporary or regular basis according to the needs of the department without it being specifically included in the job description.
If I have, any questions about the job duties specified or not on this Job Description, I should discuss them with my immediate manager or a member of the Human Resources staff.