Job description

SG of Stevensville

tru by Hilton

Job Title: Front Desk Agent

Reports To: FOM and General Manager

Position Summary: Greet and serve guest in a professional, gracious manner. Register guests, provide prompt and courteous service to the guest throughout stay, close guest accounts upon check out and offer fond farewell to guest. Establish accurate and efficient reservations bookings

Responsibilities:

*Consistently perform with high Standards of Service and interact with guests and employees.

* Greet guests immediately with a friendly, sincere welcome. Maintain eye contact with guest. Use a positive, clear speaking voice, listen to guest requests and respond with appropriate action.

* Maintain and provide accurate information on and promote hotel facilities.

* Maintain cash bank per accounting guidelines. Comply with all accounting procedures.

* Consistently adhere to uniform, grooming and appearance standards.

* Efficiently qualify reservations calls for either transfers to Corporate System or self-bookings with a minimum of errors, relatively fast speed while being able to perform other tasks at the same time.

* Maintain effective communication within Front Office and related departments, and with all hotel departments. Stay aware of issues relating to front office and general hotel operations.

* Adhere to safety, security and emergency procedures, react appropriately during emergency situations, and act promptly to correct hazards. Adhere to all

security procedures on the handling of guest room keys, the protection of guest related information and conduct weekly inventory of guest room keys.

* Understand and operate front office and telephone computer systems, and equipment.

* Promptly complete registration process, input/retrieve information from computer, confirm pertinent information including number of guests, method of payment and length of stay, select guest room based upon guest needs/request, nonverbal confirmation of room number and rate, provide key folder containing guest room key/internet code. Close out guest accounts at time of check out. Properly file and retrieve registration cards. Make sure all guests are pleased and if transferred notify all departments.

* Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance assigned cash bank. Accept and record vouchers, traveler’s check and other forms of payment. Post charges to guest rooms and house accounts using the computer. Process payments per established procedures. Retrieve and send mail, small packages and facsimiles for guests.

* Promptly answer the telephone using positive, pleasant voice and following the established verbiage. Listen to and promptly act to resolve guest problems and complaints. Authorize revenue allowances to remedy problems only after other alternative solutions have failed and appropriately document same.

* Regular attendance in conformance with the standards established by our hotel 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 industry, employees may be required to work varying schedules in response to the business needs of the hotel.

* Upon employment, all employees are required to fully comply with Company, Hotel and Departmental rules and regulations, SOP’s for the safe and efficient operation of the hotel facilities. Employees who violate these rules and regulations will be subject to disciplinary action, up to and including termination of employment

QUALIFICATIONS: Any combination of education and experience equivalent to graduation from high school and any other combination of education, training experience that provides the required knowledge, skills and abilities. High school diploma required. Prior hospitality experience preferred.

Job Type: Part-time

Pay: $12.00 per hour

Benefits:

• Employee discount

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Night shift
• Weekend availability

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 1 year (Preferred)

Work Location: In person

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