Front Office Representative
4 weeks ago
Job Summary
The Front Office Agent is a key member of the Hilton Garden Inn Atlanta Airport team, responsible for providing exceptional customer service and ensuring a seamless guest experience.
Key Responsibilities
- Work a full-time schedule of front desk shifts, including weekends, to provide prompt and courteous service to guests.
- Anticipate and respond to guest needs, acknowledging all guests with a warm hospitality rapport.
- Facilitate arrival, departure, confirmations, cancellations, and miscellaneous guest requests with efficiency and accuracy.
- Provide knowledgeable and accurate information about hotel policies, services, and amenities, as well as local area attractions and recommendations.
- Listen to and resolve guest concerns with patience, tact, and diplomacy, maintaining a positive and professional demeanor.
- Master the Hilton computer and reservation system, as well as the hotel phone system, to ensure seamless operations.
- Understand and advocate the Hilton Honors program, including enrollment, benefits, and point redemption, to enhance the guest experience.
- Collaborate with hotel staff, including Housekeeping and Maintenance, to ensure smooth room blocks, maintenance issues, and special requests.
- Ensure proper credit card procedures are followed at all times, including credit card capture for payments.
- Execute cashiering procedures, including opening, securing, and balancing shift banks, verifying all cash, credit card, and check transactions.
- Sell rooms to walk-in guests and by phone using the appropriate rate, ensuring accurate and efficient transactions.
- Understand and help monitor basic safety and security procedures of the hotel, ensuring a secure environment for guests and staff.
- Perform all other related duties as assigned and assist other departments as needed to serve guests in the overall operations of the hotel.
Requirements
- Minimum education of a high school diploma.
- Minimum of 2-4 years of experience in a service industry, preferably in a front office or customer service role.
- Reliable with strong work ethic, customer service skills, attention to detail, problem-solving, and verbal and written communication.
- Flexibility to work scheduled shifts, including weekends and holidays.
- Ability to push, pull, carry, and lift 50 pounds on a regular basis throughout the shift, with frequent walking, standing, and bending.
- 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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