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Front Desk Agent

3 months ago

Racine, United States DoubleTree by Hilton Hotel Racine Harbourwalk Full time

DoubleTree by Hilton Harbourwalk Hotel Racine

Position Description

APPLICANT MUST BE ALBE TO WORK BOTH FIRST SHIFT (6-2PM) AND SECOND SHIFT (2-10PM) BASED ON NEEDS OF HOTEL

Position Title: Guest Services Representative

Reports To: Front Office Supervisor & Manager

Major Function:

To assist guests efficiently and professionally with front desk related functions. Provide all guests with consistent, first class-service with positive attitude. Our goal is for all guest to have a pleasant experience and to choose our hotel first when visiting the area.

Essential Functions:

Create guest satisfaction by providing first class services. Give personal attention, take responsibility, and use teamwork when providing quality guest service. Responsible for using consistent, proper telephone etiquette. Listen, apologize with empathy, find a solution, and follow through when resolving guest problems. Assume responsibility when a guest is not satisfied and use the best judgment to provide great customer service and resolve any guest issue. Provide assistance to guests throughout their stay from the time the guest checks in, until the time they check-out. Acknowledge guests at all times by using respectful, positive customer service and mannerism. Assign guest rooms, print registration cards, and make corresponding keys for each guest. Respond to customer inquiries with current information on the hotel, hotel services or area attractions. Assist guest requests by working as a team player with other departments. Communicate clearly with co-workers on guest requests or issues by recording information in detail in Front Desk Communication Log. Post accurate room rate, food and beverage charges, phone charges and other miscellaneous charges by collecting payment and by following the Cashiering Procedures required by the hotel. Ensure all credit card balances, cashier cash drop is correct, and complete cash drop log. Communicate to Housekeeping Department on any guest special needs or authorized late check-out requests. Receive and deliver mail, phone, and/or written messages to guests. Maintain a clean front desk area, free of any safety hazards. Maintain a thorough knowledge of emergency procedures. Wear proper uniform at all times in accordance with our standards of appearance. Communicate to all guests and employees with respect and offer assistance when requested. All Employees must adhere to all work rules, procedures, and policies established by the company, including but not limited to, the Graves Hospitality Employee Handbook. Assist in driving hotel van to shuttle corporate guests to area businesses. Assist guests with minor maintenance issues if Maintenance Staff is not available. Additional duties may be assigned in the effort of managing the front desk properly and providing first class hospitality to all guests.

Key Skills and Requirements: 

Technical Service Skills- Demonstrate computer knowledge such as searching internet and basic functions. Knowledge of PEP Reservation Systems a plus but will train the right person. Point of Sale Skills- Knowledge of hotel room types, rates, packages and services to offer guests the best accommodations to satisfy their hotel needs. Reservation Process Skills- Understand the reservation process and applying those skills to assist guests with maximum customer service. Valid Driver’s license required with good driving record.

Source: Hospitality Online