Front Office Agent

Position Purpose:

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay to meet high standards of quality. Service at Pool Bar on occasional shifts.

Essential Functions:

• Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens in order to understand requests, responds with appropriate action and provides accurate information, such as outlet hours and local attractions.
• Completes 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. Makes appropriate selection of rooms based on guests needs. Code electronic keys. Non-verbally confirms the room number and rate. Requires continual standing and movement throughout the front office area.
• Verifies and imprints credit cards for authorization using electronic acceptance methods. Handles cash, makes change and balances an assigned house bank. Performs accurate, moderately complex arithmetic functions using a calculator. Posts charges to guest rooms and house accounts using the computer.
• Promptly answers the telephone using positive and clear communication. Inputs messages into the computer. Retrieves messages and communicates the content to the guest. Retrieves mail, small packages and facsimiles for guests as requested.
• Closes guest accounts at time of check out and ascertains satisfaction. In the event of dissatisfaction, negotiates a compromise, which may include authorizing revenue allowance.
• Greets guests at the Pool Bar in a friendly and courteous manner and explains all specials, promotions and snacks.
• Takes orders at Pool Bar, reciting selection of all brands as requested, requires memorization of all available drinks. Must have extensive knowledge of menu and up sell when possible. When order is complete confirm its accuracy.
• Replenishes beverages as requested, frequently checking back with guest to inquire about satisfaction.
• Present the guest with the check promptly, thanking them and inviting them to return, so they will frequent the Pool Bar again.
• Abide by all State, Federal and Corporate liquor regulations pertaining to serving alcoholic beverages to minor and intoxicated guests.
• Performing general cleaning tasks using standard hotel cleaning products as assigned by supervisor to adhere to health standards.
• Remains calm and alert, especially during emergency and/or heavy hotel activity and resolves complications such as location changes or credit issues.

Other:

Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel, including holidays.

Upon employment, all employees are required to fully comply with Hilton rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Supportive Functions:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.

Summon front service/bell assistance to escort guests to their rooms as appropriate.

Provide safety deposit boxes for guest by accessing vault room and maintaining proper paperwork.

Operate facsimile machine to send/receive transmissions. Notify guests of incoming faxes using message function of the computer.

Use the photocopier to make copies of items as required.

File registration cards in room number order.

Retrieve registration cards from the files for each check out.

Other duties as assigned by the supervisor such as assisting PBX operators or reservation agents.

Specific Job Knowledge, Skill and Ability:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

Considerable use of a calculator to prepare moderately complex mathematical calculations without error.

Ability to stand and move throughout front office and continuously perform essential job functions.

Ability to read, listen, and communicate effectively in English, both verbally and in writing.

Ability to access and accurately input information using a moderately complex computer system.

Hearing and visual ability to observe and detect signs of emergency situations.

Qualification Standards:

Education:

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. High school diploma preferred.

Experience:

No experience required. Prior hospitality experience preferred.

Licenses or certificates:

Individuals are required to meet the minimum bonding standards.

Grooming:

All employees must maintain a neat, clean and well-groomed appearance (specific standards available).

Other:

Job Types: Full-time, Part-time

Pay: $14.00 - $15.00 per hour

Benefits:

• Employee discount
• Paid time off

Schedule:

• Day shift
• Night shift

Work setting:

• In-person

Work Location: In person