Front Desk Agent

Job Summary
Hilton Richmond Downtown is seeking a dedicated and friendly Full-Time Front Desk Agent to join our team. The ideal candidate will be the first point of contact for our guests, providing exceptional customer service and ensuring a memorable experience. This role requires strong communication skills, a passion for hospitality, and the ability to handle various guest inquiries effectively.

JOB SUMMARY

Check in and check out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry.

JOB DUTIES

• 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.
• Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
• Answer department telephone within three rings, using correct greeting and telephone etiquette.
• Process all guest check ins according to established hotel requirements:
• Confirm reservation in system and review all noted information
• For guests without a reservation, sell a room type as agreed upon
• Register guest in computer and generate a registration card
• Verify registration card information with guest, obtain back up information for guest credit or payment method and input into system; collect cash when designated
• Issue parking passes validate valet parking tickets and enter information in computer
• Communicate services and amenities included in packages to guests on packages
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for "walking" guests.
• Document and confirm reservations and cancellations.
• Pre-register designated guests and prepare key packets.
• Generate, print and distribute daily and weekly reports.
• Process all check outs according to established hotel requirements.
• Present folio to guest and resolve any disputed charges
• Request guest comments on their stay
• Process express check outs throughout the shift.
• Conduct group check ins and outs according to established hotel procedures.
• Assist all departments and executives in obtaining appropriate information regarding groups, inventory and guest information.
• File guest room keys and ensure the safe keeping of keys at the Front Desk.
• Adhere to all cashiering procedures:
• Make change for guests
• Post charges
• Settle room accounts
• Run closing reports
• Count bank at end of shift
• Complete designated cashier reports

MINIMUM REQUIREMENTS

• Minimum 18 years of age
• US work authorization required
• High school graduate or equivalent
• Minimum six (6) months experience as a Guest Service Agent in a hotel/resort (or comparable in other customer focused industry)
• Minimum six (6) months cash handling experience required
• Able to effectively communicate in English, in both written and verbal form
• Ability to understand guest inquiries and provide responses.
• Ability to promote positive relations with all individuals who approach the Front Desk
• Ability to focus on guests' needs, remaining calm and courteous
• Ability to work well under pressure of constant frequent arrivals and departures
• Ability to maintain confidentiality of all guests and hotel information
• Ability to ensure security of guest room access
• Ability to remain stationary at assigned post for extended periods of time
• Ability to work cohesively with other departments and coworkers as part of a team
• Willingness to work varied shifts, including weekends and holidays

Job Type: Full-time

Pay: $15.00 per hour

Expected hours: 32 – 40 per week

Benefits:

• Daily Pay available!
• Hilton team member discounted travel!
• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Evening shift
• Morning shift

Experience:

• Hotel experience: 1 year (Preferred)

Job Type: Full-time

Pay: From $15.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Holidays
• Morning shift
• Weekends as needed

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: In person

Salary : $15