Front Office Agent

4 weeks ago

Atlanta, United States Hilton Garden Inn Atlanta Airport Full time

The Front Desk Associate is a fulltime position that reports to the Front Office Manager and proudly serves as the face of the new Hilton Garden Inn hotel.

The primary focus of this job is to provide outstanding customer service while meeting the needs of our guests. This begins with check-in, continues through check-out and also includes supporting the overall operations of the hotel.

This role requires a pleasant personality, the ability to build and maintain strong relationships with hotel guests and excellent guest service skills. Primary Responsibilities

? Work a fulltime schedule of front desk shifts as needed, including on the weekends.

? Provide outstanding guest service face-to-face and via phone with a warm hospitality rapport, anticipating guest needs, responding promptly and acknowledging all guests, however busy and whatever time of day.

? Provide prompt and courteous facilitation of arrival, departure, confirmations, cancellations and miscellaneous guest requests.

? Answer guest questions regarding hotel policies, services and amenities and the local area knowledgably and accurately. Offer concierge suggestions on the local area to hotel guests.

? Listen to and resolve guest concerns with patience, tact and diplomacy, diffusing frustration when needed. ? Maintain order and cleanliness of the front desk and lobby.

? Master the Hilton computer and reservation system as well as the hotel phone system.

? Understand and advocate the Hilton Honors program, including enrollment, benefits and point redemption. ? Coordinate reservations and room assignments for individuals and group blocks.

? Collaborate with all hotel staff, especially Housekeeping and Maintenance regarding room blocks, maintenance issues and special requests.

? Ensure proper credit card procedures are followed at all times to include credit card capture for payments.

? Execute cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift. Process payments from guests and post charges to guest accounts.

? Sell rooms to walk-in guests and by phone using the appropriate rate.

? Understand and help monitor basic safety and security procedures of the hotel.

? Perform all other related duties as assigned and assist other departments as needed to serve guests in the overall operations of the hotel.

? Hold confidential information in strict confidence and use a reasonable degree of care to prevent disclosure to others.

Requirements

Minimum education of a high school diploma.

? Minimum of 2-4 years of experience in a service industry is preferred.

? Reliable with strong work ethic, customer service skills, attention to detail, problem solving and verbal and written communication.

? Flexibility to work scheduled shifts.

? Ability to push, pull, carry and lift 50 pounds on a regular basis throughout the shift. Frequent walking, standing and bending are also regular requirements of the job.

? Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.

? Ability to work harmoniously and effectively with subordinates, peers, supervisors, executives, and the public.

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