Front Desk Associate

4 days ago


Centennial, Colorado, United States Home 2 Suites by Hilton - Centennial, CO Full time
Job Summary:

We are seeking a highly skilled and customer-focused Guest Service Representative to join our team at Home 2 Suites by Hilton - Centennial, CO. As a key member of our front office team, you will be responsible for providing exceptional guest experiences, ensuring seamless check-in and check-out processes, and delivering outstanding customer service.

Responsibilities:
  • Greet and Welcome Guests: Greet guests promptly and warmly, using a clear and friendly speaking voice, and provide accurate information about hotel amenities and local attractions.
  • Process Guest Transactions: Verify and imprint credit cards for authorization, handle cash, make change, and balance an assigned house bank. Accept and record vouchers and other forms of payment, and post charges to guest rooms and house accounts using the computer.
  • Complete Registration Process: Input and retrieve information from the computer system, confirm guest details, and promote all marketing programs. Make appropriate room selections based on guest needs, code electronic keys, and provide welcome folders containing room keys, certificates, coupons, and area attractions.
  • Answer Phones and Respond to Guest Inquiries: Answer the telephone using a clear speaking voice, input messages into the computer, and retrieve messages and communicate their content to guests. Retrieve mail, small packages, and facsimiles for customers as requested, and ensure all guest correspondences are kept confidential.
  • Close Guest Accounts and Resolve Issues: Close guest accounts at time of check-out, inquire about guest satisfaction, and resolve any issues that may arise, such as location changes, providing additional room amenities, and credit issues.
  • Record Guest Comments and Complaints: Listen to and offer assistance to resolve any problems, such as price conflicts, insufficient heating/cooling, etc.
Requirements and Qualifications:
  • Regular Attendance: Regular attendance is essential for this role.
  • Varying Schedules and Holidays: May be required to work varying schedules and holidays.
  • Hotel Rules and Regulations: Required to fully comply with the hotel's rules and regulations.
  • Education and Experience: Any combination of education and experience equivalent to graduation from high school or any other combination of education, training, or experience that provides the required knowledge, skills, and abilities.
  • Physical Demands: Requires continual standing and movement throughout the front office area, with periods of standing exceeding 50% of the work shift.
  • Professional Appearance: Maintain a well-groomed and professional appearance.

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