Front Desk Agent

Hilton Sandestin Beach prides itself on providing each guest with the very best service.  To do this, we must attract and retain only the very best team members to join us on our very special and singular journey.  While our guests are the lifeblood of our business, our team members are the heart and soul that allows our hotel to thrive. Working with Hilton Sandestin Beach means working with a group of leaders committed to your success and your future.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Free daily meal service (lunch or dinner)
• Health insurance
• Paid sick time
• Paid time off
• Vision insurance

Position Purpose:

To assist in checking in and checking out guests in the hotel’s continuing effort to deliver outstanding guest service and financial profitability to the owners of the hotel.

Essential Functions:

• Greet guests and complete the registration/check-in process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her
• Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the Property Management System, handling cash money, processing credit and debit cards, accepting and recording various forms of payment, making change and processing gift certificates and cards.
• Compile packets for guests that have booked package reservations and add messages to the reservation to prompt the check-in agent to give the guest the packet.
• Complete daily check lists and ensure that each task is completed thoroughly.
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries.
• Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy.
• Respond to guest inquiries and requests and resolve issues in a timely, friendly, and efficient manner.
• Field guest complaints, conduct research, and resolve/negotiate solutions for guest satisfaction and to help SALT scores.
• Receive, input, retrieve and relay messages to guests.
• Ability to stand for long periods of time (min of 8 hours).
• Using e-mail to communicate with guests and/or hotel employees.

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.

• Must possess the skill required to perform various secretarial functions if necessary.

• Must have the ability to work under pressure without letting that pressure show to the guest.

• Must possess good organizational skills.

• Must be able to concentrate, exert good judgment, and be flexible as the desk is a very busy area and the focal point of the hotel.

• Must have a good "telephone voice and manner".

• Must have basic math skills.

Specific Job Knowledge, Skill and Ability:

• Must have a friendly, congenial personality.
• Must have a cooperative attitude.
• Must have a willingness to work and be flexible in work scheduling.
• Must be a patient, courteous listener, and able to show empathy.
• Must exhibit energy and enthusiasm for the job and the facility.
• Must be able to work well with people (guests and team members).
• Must ensure the privacy of each guest.
• Must be able to make sound decisions which are sensitive to the guest’s needs.

Qualification Standards:

Education:

High school diploma or equivalent preferred.  

Experience:

Previous customer service experience required. Excellent guest service and communication skills.

Licenses or certificates:

No special licenses required.

Grooming:

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