Job description

List of Duties: Front Desk Agent

The Hilton Garden Inn in lovely Hays, KS is looking for an Front Desk Agent to serve as our guests’ first point of contact and manage all aspects of their accommodation. Hotel Front Desk Agent's responsibilities include registering guests, managing reservations, and providing information about rooms, rates, and amenities. If you have a knack for customer service and work experience in the hotel industry, we’d like to meet you. Ultimately, you will help create a pleasant and memorable stay for all our guests.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Responsibilities

• Greets, checks in, and assigns rooms to guests
• Promptly and effectively deals with guest requests and complaints
• Answers phone calls and routes appropriately, take accurate messages, makes reservations, and uses upselling techniques as directed by General Manager or Sales Team
• Assists sales and marketing efforts as directed by General Manager or Sales Team
• Handles confidential information with high integrity
• Closing and balancing all room accounts.
• Maintains accurate cash, accounting, and reservation records
• Responsible for all cash and credit card transactions so that drawers balance at the end of each shift
• Making adjustments or corrections to accounts as needed.
• Preparing guest folios for Express Check-Out.
• Investigating or analyzing out-of-balance situations.
• All guest service representative responsibilities
• Printing and distributing various computer audit reports.
• Answers guest inquiries about area attractions, hotel services, directions, or reservations
• Conducts wake up calls as requested
• Liaise with our housekeeping staff to ensure all rooms are clean, tidy, and fully-furnished to accommodate guests’ needs
• Records pertinent guest information and issues in the logbook for opening managers review
• Keeps communal areas and lobby clean
• Assists breakfast hosts in replenishing food or supplies and cleaning as directed
• Assists with laundry as directed
• Follows company policies and procedures

Note: Other duties as assigned by supervisor or management

The Guest Experience

• Create an unforgettable hotel experience with unmatched customer service
• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner
• Attend all hotel required meetings and training
• Maintain high standards of teams personal appearance and grooming
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions
• Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary
• Perform other duties as requested by management

Job Requirements

Required:

• High School Diploma or GED equivalent. Minimum of three months of hotel guest service experience or equivalent training and experience.
• Ability to work weekends and holidays
• Preferred: Hotel front desk experience

Skills

• Interpersonal skills
• Guest service
• An innate sense of urgency
• Adaptability
• Detail-oriented
• Proficient communication
• Ability to multitask
• Advanced experience with personal computers and related software applications
• Ability to read, write, and speak the English language

Job Types: Full-time, Part-time

Benefits:

• Employee discount
• Paid time off

Schedule:

• 8 hour shift
• Evening shift
• Holidays
• Monday to Friday
• Weekend availability

Experience:

• Hotel Experience: 1 year (Preferred)
• Front Desk: 1 year (Preferred)

Work Location: In person

Job Types: Full-time, Part-time

Pay: $12.50 - $13.50 per hour

Benefits:

• Employee discount
• Flexible schedule
• Paid time off

Schedule:

• 8 hour shift
• Holidays

Work setting:

• In-person

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person