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Front Desk Representative

2 months ago

Titusville, Florida, United States Hampton Inn TitusvilleI-95 Kennedy Space Center Full time
Job Summary

We are seeking a highly skilled and customer-focused Front Desk Agent to join our team at Hampton Inn Titusville/I-95 Kennedy Space Center. As a key member of our front office team, you will be responsible for providing exceptional guest service, processing reservations, and coordinating guest services through various departments.

Key Responsibilities
  • Provide courteous and efficient guest service by responding promptly to inquiries, requests, and complaints.
  • Coordinate the delivery of guest services by other hotel departments and outside businesses.
  • Process all incoming and outgoing reservation and cancellation requests in a timely manner.
  • Check-in and check-out departing guests in the most efficient manner possible, following all established procedures and policies.
  • Maximize room revenue and occupancy levels through suggestive selling.
  • Apply knowledge of marketing programs applicable to the hotel, local area, and all hotel functions and outlets, and properly present the programs to guests.
  • Handle departmental accounting of monies, receipts, guest accounts, and other forms of credit.
  • Maintain information and communication sources such as room rack, telephone information rack, log book, and applicable franchise directories.
  • Operate PBX (switchboard) equipment to handle incoming calls, outgoing calls, wake-up calls, and the paging of guests.
  • Operate the applicable franchise terminal and perform designated training and maintenance tasks.
  • Monitor in-house computer accuracy to ensure maximum occupancy.
  • Examine the day's reservations for correct date, type of room reserved, and any special requests.
  • Comply with the hotel's security and emergency procedures as well as operational policies and procedures.
  • Comply with all corporate office and applicable franchise policies and procedures.
  • Maintain order and cleanliness of the front desk area.
  • Provide assistance to other employees to contribute to the smooth operation of the department and hotel.
  • Complete all items on checklist prior to completing shift close out.
  • Participate in MOD schedule with Front Desk Manager or General Manager are off property.
  • Perform other related tasks as assigned by management.
Requirements
  • High school graduate or equivalent.
  • Previous hotel front office experience preferred; however, ability gained through 2+ years related employment (sales, resort, marketing) or on-the-job training may substitute for actual front office experience.
  • Requires familiarity with applicable franchise front desk standards and procedures or ability (gained through 2+ years previous experience related employment or front desk experience) to quickly become familiar with applicable franchise standards and procedures.
  • Must possess knowledge of hotel interdepartmental relationships as well as all operations pertaining to front desk: Reservations, Guest Registration, Concierges Services, Telephone Services, and Guest Accounting.
  • Must have ability to handle/resolve guest complaints and/or knowledge/understanding of when and how to direct the guest to receive assistance.
  • Must have ability to professionally represent the hotel, deal positively with the public, and possess pleasant telephone manner.
  • Knowledgeable in Reservations/Inventory management.