What are the responsibilities and job description for the Hotel Front Desk Agent position at Hampton Inn by Hilton?
Benefits:
ESSENTIAL FUNCTIONS:
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- Medical Insurance
- Vision Insurance
- Dental Insurance
- 401(K) Match
- Paid Time Off
ESSENTIAL FUNCTIONS:
- Provides courteous guest service by responding promptly and efficiently to inquiries, requests and complaints, and by accurately processing guest mail and messages
- Coordinates the delivery of guest services by other hotel departments and outside businesses
- Processes all incoming and outgoing reservation and cancellation requests in a timely manner by mail, telephone, in person and via the applicable franchise system
- Check-in and Check-out departing guests in the most efficient manner possible, following all established procedures and policies
- Maximizes room revenue and occupancy levels through suggestive selling
- Applies knowledge of marketing programs applicable to the hotel, local area and all hotel functions and outlets, and properly presents the programs to guests
- Handles departmental accounting of monies, receipts, guest accounts and other forms of credit. Operates the department's cash register
- Maintains information and communication sources such as room rack, telephone information rack, log book and applicable franchise directories
- Operates PBX (switchboard) equipment to handle incoming calls, outgoing calls, wake up calls and the paging of guests
- Operates the applicable franchise terminal and performs designated training and maintenance tasks
- Monitors in-house computer accuracy to ensure maximum occupancy
- Examines the day's reservations for correct date, type of room reserved, and any special requests
- Complies with the hotel's security and emergency procedures as well as operational policies and procedures
- Complies with all corporate office and applicable franchise policies and procedures
- Maintains order and cleanliness of the front desk area
- Provides assistance to other employees to contribute to the smooth operation of the department and hotel
- Complete all items on checklist prior to completing shift close out
- Participates in MOD schedule with Front Desk Manager or General Manager are off property
- Performs other related unrelated tasks as assigned by management
- Environmental Conditions
- 95% Inside: Protection from weather conditions but not necessarily from temperature changes
- 5% Outside: No protection from weather conditions during property walks and inspections
- Essential Skills
- Requires familiarity with applicable franchise front desk standards and procedures or ability (gained through 2 years previous experience related employment or front desk experience) to quickly become familiar with applicable franchise standards and procedures.
- Must possess knowledge of hotel interdepartmental relationships as well as all operations pertaining to front desk: Reservations, Guest Registration, Concierges Services, Telephone Services, and Guest Accounting
- Must have ability to handle/resolve guest complaints and/or knowledge/understanding of when and how to direct the guest to receive assistance.
- Must have ability to professionally represent the hotel, deal positively with the public, and possess pleasant telephone manner.
- Knowledgeable in Reservations/Inventory management.
- Educational/Vocational Preparation
- High school graduate or equivalent.
- Previous hotel front office experience preferred; however, ability gained through 2 years related employment (sales, resort, marketing) or on-the-job training may substitute for actual front office experience
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