Front Desk Representative
3 days ago
At Pyramid Global Hospitality, we're dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits, and building meaningful relationships. We offer a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, we're committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you're just starting out in the hospitality industry or are a seasoned professional, we offer a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide.
Job Summary
We're seeking a Front Desk Agent to join our team at the DoubleTree by Hilton New York Downtown. As a Front Desk Agent, you will be responsible for greeting and registering guests, providing prompt and courteous service, and closing out guest accounts upon completion of stay to meet our high standards of quality. You will also be responsible for verifying and imprinting credit cards for authorization, handling cash, making change, and balancing an assigned house bank. Additionally, you will be responsible for answering the telephone, inputting messages into the computer, and retrieving messages and communicating the content to the guest. You will also be responsible for closing guest accounts at time of check out and ascertaining satisfaction, and negotiating compromise in the event of dissatisfaction. You will be required to remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues. You will also be responsible for fielding guest complaints, conducting thorough research to develop effective solutions, and negotiating results. You will be required to listen and extend assistance to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. You will take ownership of guests' challenges and follow through to ensure guest satisfaction. You will be required to remain calm and alert especially during emergency situations and heavy hotel activity, and plan and implement detailed steps using experienced judgment and discretion.
Responsibilities
• Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice, listening to understand requests, responding with appropriate action, and providing accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate, promoting hotel's marketing programs, making appropriate selection of rooms based on guest needs, coding electronic keys, non-verbally confirming the room number and rate, and providing welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.
• Verify and imprint credit cards for authorization using electronic acceptance methods, handle cash, make change, and balance an assigned house bank, accept and record vouchers, travelers checks, and other forms of payment, convert foreign currency at current posted rates, perform accurate, moderately complex arithmetic functions using a calculator, post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English communication, input messages into the computer, retrieve messages and communicate the content to the guest, retrieve mail, small packages, and facsimiles for customers as requested.
• Close guest accounts at time of check out and ascertain satisfaction, in the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Field guest complaints, conducting thorough research to develop effective solutions, and negotiating results. Listen and extend assistance to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Take ownership of guests' challenges and follow through to ensure guest satisfaction. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps using experienced judgment and discretion.
Requirements
• High school diploma preferred.
• No prior experience required, prior hospitality experience preferred.
• No special licenses required, individuals are required to meet the minimum bonding standards.
• All employees must maintain a neat, clean, and well-groomed appearance (specific standards available).
• Applicants with additional language skills preferred.
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