What are the responsibilities and job description for the Front Desk Agent position at Falcon Hotel Corp?
Job Description: 2nd Shift Front Desk Agent
Location: Hilton Garden Inn Worcester, Downtown Worcester
Shift: 2nd Shift (Typically 3:00 PM - 11:00 PM)
Position Overview:
We are seeking a friendly, detail-oriented, and reliable Front Desk Agent to join our team at the Hilton Garden Inn Worcester. As a Front Desk Agent, you will be the first point of contact for our guests, ensuring they have a welcoming and pleasant experience throughout their stay. You will provide exceptional customer service, assist with guest inquiries, and maintain the smooth operation of the front desk during the 2nd shift.
Key Responsibilities:
Guest Check-In & Check-Out: Greet guests upon arrival, ensure the check-in process is smooth, and assist with any check-out procedures.
Customer Service: Provide exceptional service by addressing guest requests, inquiries, and concerns promptly and professionally.
Room Reservations: Manage reservations, make adjustments as needed, and ensure accurate guest room assignments.
Cash Handling & Billing: Process payments, issue receipts, and ensure accurate billing and charges.
Phone and Email Management: Answer phones, respond to emails, and assist guests with any inquiries regarding hotel amenities, services, or local recommendations.
Hotel Knowledge: Maintain knowledge of hotel services, policies, local attractions, and events to provide guests with relevant information.
Problem Resolution: Address any guest complaints or issues in a timely and efficient manner, escalating to management when necessary.
Security: Ensure the safety and security of all guests and hotel property during the shift. Monitor security cameras and perform walk-throughs as needed.
Shift End Reporting: Complete shift-end paperwork, document any important occurrences, and ensure smooth handover to the next shift.
Qualifications:
Previous experience in a customer service or hospitality role preferred.
Strong communication skills with the ability to interact effectively with guests and team members.
Ability to work independently and handle multiple tasks in a fast-paced environment.
Excellent organizational skills and attention to detail.
Comfortable working with hotel management software (training provided).
Basic computer skills and familiarity with office equipment.
Ability to work evenings, weekends, and holidays as needed.
Positive attitude and a passion for delivering excellent customer service.
Physical Requirements:
Ability to sit, stand, or walk for extended periods.
Occasional lifting or carrying of up to 25 pounds.
What We Offer:
Competitive hourly wage.
Opportunities for growth and career advancement within the Hilton brand.
Employee discounts at Hilton properties worldwide.
Benefits package for full-time employees (including health, dental, vision, and 401k).
If you are a dedicated and customer-focused individual looking to join a dynamic team, we encourage you to apply for the Front Desk Agent position at Hilton Garden Inn Worcester. Be part of our team and help us deliver a memorable experience to all our guests!
How to Apply:
Interested candidates should submit their resume through our online application portal or contact the Hilton Garden Inn Worcester’s Human Resources department for further inquiries.
