Front Desk Agent

2 weeks ago

Alameda, United States Hampton Inn & Suites by Hilton Full time

At Ridgemont Hospitality, we do what we love, and we love what we do. Come join our growing team

Ridgemont Hospitality is a San Francisco Bay Area-based hospitality development and management company with a rich history, over three decades of experience, and a commitment to service. We have a passion for excellence in developing and operating award-winning hotels that exceed the needs of our guests as well as providing an excellent place for team members to grow and advance their careers.

Our team members contribute to our inspiring culture, receive stellar recognition, have valuable experiences, and a supportive work environment. They have the space to take initiative, receive positive communication, get mentorship, and have fun. We believe in creating a winning culture that drives results and engagement from our staff.

**Benefits**:

- Team Member Hotel Discounts
- Paid Time Off
- Birthday pay
- Name mentioned in review incentive
- Company Events
- And much more

Purpose of the Position

We believe in 100% guest satisfaction. We accomplish this by being responsible for the guest’s first impression. The Host is responsible for greeting guests in a polite and respectful manner. The host is also responsible for assisting guests with any and all needs, including but not limited to, checking guests in and out of the hotel, answering guest questions, assisting with luggage, and answering the hotel phone. It is very important that if a guest has any discomfort during their stay, that it is resolved prior to them leaving by showing empathy and doing what can be done within company guidelines to make the guest happy. Ultimately, you will help create a pleasant and memorable stay for our guests. The Host reports to the Assistant General Manager.

Responsibilities of the Position
- Resolve guest complaints, ensuring guest satisfaction and issuing service recovery when warranted.
- Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times by demonstrating an empathetic approach to guest service.
- Maintain complete knowledge at all times of:

- All hotel features/services, hours of operation.
- All room rates, special packages and promotions.
- Daily house count and expected arrivals/departures.
- Scheduled daily group activities.
- Service standards and specific hotel policies.
- Obtain assigned bank and ensure accuracy of contracted monies.
- Keep bank secure at all times.
- Answer department telephone within three rings, using correct greeting and telephone etiquette.
- Process all guest check-ins.
- Verify guest length of stay, rates (as applicable).
- Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
- Handle overbooked or walked in guests.
- Accept and record wake-up call requests.
- Monitor, send and distribute guest faxes, packages and correspondence.
- Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
- Resolve discrepancies on the room status report with Housekeeping.
- Complete daily checklist.
- Process all checkouts.
- Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
- Inventory monitoring of suite shop goods and restock items as necessary.
- Currently Looking for 2 front desk agents (1 )AM +(1) PM

Equal Opportunity Employer M/F/D/V

**Job Type**: Part-time

Pay: $19.50 per hour

Expected hours: 32 - 40 per week

**Benefits**:

- Paid time off
- Retirement plan

Schedule:

- Day shift
- Evening shift
- Holidays
- Morning shift
- Weekends as needed

Work setting:

- In-person

**Education**:

- High school or equivalent (preferred)

**Experience**:

- Hotel experience: 1 year (preferred)

Work Location: In person

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