Front Desk Associate

3 weeks ago

Denver, Colorado, United States Sage Hospitality Full time
Job Overview

As a Front Desk Agent at the Embassy Suites by Hilton Denver Downtown and Convention Center, you will be the first point of contact for our guests, providing exceptional customer service and ensuring a seamless experience for all.

Responsibilities
  • Guest Check-In/Check-Out: Greet and complete established check-in procedures for arriving guests, using both manual and computerized methods, to ensure guests are satisfied and in rooms as requested.
  • Guest Services: Facilitate guest departure (check-out) on a daily basis by following established manual and computer procedures to close guest accounts and open the room for the next sell.
  • Cash Handling: Regularly calculate and/or post monies, receipts, guest accounts, and other forms of credit using accurate, proper cash handling methods and established procedures to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
  • Customer Relations: Courteously answer inquiries and accept reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy, and revenue.
  • Communication: Maintain good customer relations by keeping abreast of all in-house and area functions to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
  • Front Desk Operations: Operate the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls, and paging guests to provide guests with timely and efficient service.
  • Cash Control: Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
  • Professionalism: Maintain a friendly, cheerful, and courteous demeanor at all times.
Qualifications

Education: High School diploma or equivalent.

Experience: None required.

Knowledge/Skills: Must have high school graduate level mathematical aptitude, know standard cash handling procedures, and knowledge of computerized cash register systems. Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills. Must be fluent in oral and written English. Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations. Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.

Physical Demands: The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Environment: Prolonged standing at indoor, thermostatically climate-controlled work station under florescent lighting. Work inside 95%.

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