Front Desk Representative

1 week ago

Decatur, Illinois, United States Hampton Inn & Suites Full time
Job Summary

We are seeking a highly skilled and customer-focused Guest Service Agent to join our team at Hampton Inn & Suites. As a Guest Service Agent, you will be responsible for providing exceptional service to our guests, ensuring their stay is comfortable and enjoyable.

Key Responsibilities
  • Immediately greet guests and offer assistance with their needs.
  • Register and assign guests to hotel rooms, ensuring accuracy and efficiency.
  • Establish methods of payment and verify credit, maintaining a high level of security and confidentiality.
  • Make and confirm reservations, ensuring seamless communication with guests and other departments.
  • Compute bills, collect payments, and make change for guests, maintaining a high level of accuracy and attention to detail.
  • Transmit and receive messages, using telephones or the PMS system, to ensure prompt and effective communication.
  • Respond to guest requests in a timely manner, resolving issues and concerns to the highest level of satisfaction.
  • Receive and resolve guest complaints, escalating to supervisor if necessary, to maintain a high level of guest satisfaction.
  • Secure guests' valuables in hotel safe or safe-deposit boxes, if not available in guest rooms, ensuring their safety and security.
  • Perform bookkeeping activities, such as balancing accounts and conducting audits, to maintain accurate financial records.
  • Be aware of guest satisfaction scores and work towards increasing departmental and overall guest satisfaction, ensuring a positive experience for all guests.
  • Follow sustainability guidelines and practices related to HHM's EarthView program, maintaining a high level of environmental responsibility.
  • Practice safe work habits, wear protective safety equipment, and follow MSDS and OSHA standards, ensuring a safe working environment.
  • Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods, providing exceptional service and support.
  • Ensure overall guest satisfaction, maintaining a high level of customer focus and attention to detail.
Requirements
  • High School diploma or equivalent preferred.
  • Previous customer service experience or equivalent training required.
  • Knowledge of PMS systems preferred.
Work Environment and Context

Work schedule varies and may include working on holidays, weekends, and alternate shifts. Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending, and reaching; stooping, kneeling, or crouching.

About Us

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.

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