What are the responsibilities and job description for the Front Desk Agent - AM position at Hilton DFW Lakes Executive Conference Center?
The Hilton DFW Lakes is looking for Front Desk Agents to join the team! This is an AM shift 7:00 am -3:00 PM
Front Desk Agents check –in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to guests. Assist in PBX as needed.
Essential Requirements:
- Input and access data in computer.
- Understand guest inquiries and provide responses.
- Promote positive relations with all individuals who approach the Front Desk and by telephone.
- Focus on guests’ needs, remaining calm and courteous.
- Ability to think clearly, quickly and make concise decisions.
- Ability to work well under pressure.
- Maintain confidentiality of guests and hotel information.
- Ensure security of guest room access.
- Ability to remain stationary at assigned post for extended period of time.
- Work cohesively with other departments and co-workers as part of a team.
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Maintain complete knowledge at all times of:
- All hotel features/services, hours of operation.
- All room types, numbers, layout, decor, appointments and location.
- All room rates, special packages and promotions.
- Daily house count and expected arrivals/departures.
- Room availability status for any given day.
- Scheduled daily group activities.
- Handle guest complaints ensuring guest satisfaction.
- Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 15 minutes to ensure completion and guest satisfaction.
- Block rooms in the computer and follow through on designated requirements.
- Pre-register designated guests and prepare key packets.
- Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
- Process all check-outs according to established hotel requirements.
- Present folio to guests and resolve any dispute charges.
One year experience as a front desk agent in a full service high volume hotel.
We offer an outstanding benefits package which includes:
- Vacation, holiday and sick pay
- Medical, Dental, Vision insurance - you may participate in our health benefits after 30 days of employment with us!
- Employer matched 401(k) Retirement Plan - plan your retirement with our generous company match! (terms and conditions apply)
- Hotel Travel Discounts in all Hilton Family of brands hotels.
- Daily Pay - This is a voluntary benefit that let's you access your pay the same day!