What are the responsibilities and job description for the Guest Service Agent/Front Desk DoubleTree by Hilton position at Holiday Inn?
As a Full-Service Front Desk Agent, you'll be the primary point of contact for guests, handling reservations, check-ins/check-outs, and providing exceptional customer service, while also managing phone calls, resolving issues, and ensuring a smooth and positive guest experience. Here's a more detailed job description:
Job Title: Full Service Front Desk Agent Department: Front Office Reports To: Front Office Manager Summary: The Full-Service Front Desk Agent is a vital role in providing a positive and efficient guest experience. This position involves managing all aspects of the front desk operations, including handling guest inquiries, processing reservations, and ensuring a smooth check-in and check-out process. The agent will also be responsible for resolving guest issues, answering phone calls, and maintaining a clean and organized reception area. Responsibilities:
- Guest Relations:
- Greet and welcome guests in a warm and professional manner.
- Provide excellent customer service, addressing guest needs and concerns promptly and effectively.
- Handle guest complaints and resolve issues in a positive and efficient manner.
- Maintain a positive and friendly demeanor at all times.
- Reservation Management:
- Process guest reservations accurately and efficiently, ensuring all details are entered correctly.
- Handle incoming phone calls and answer guest inquiries regarding reservations, amenities, and services.
- Manage and update guest profiles in the property management system (PMS).
- Check-In/Check-Out:
- Process guest check-ins and check-outs in a timely and accurate manner.
- Assign rooms to guests, ensuring that special requests are met whenever possible.
- Provide guests with information about hotel services, amenities, and local attractions.
- Front Desk Operations:
- Answer and manage incoming phone calls, directing them to the appropriate departments or individuals.
- Maintain a clean and organized reception area, ensuring that all necessary supplies are available.
- Assist with other front desk duties as needed, such as handling mail and packages.
- Other Duties:
- Make restaurant, transportation, or entertainment reservations for guests.
- Assist with coordinating events and conferences held at the hotel.
- Provide information about local attractions and events.
Qualifications:
- High school diploma or equivalent.
- Previous experience at least 3 years in customer service or hospitality preferred.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Strong organizational skills and attention to detail.
- Proficiency in using computer systems and property management systems (PMS).
- Ability to handle stressful situations calmly and professionally.
- Ability to work flexible hours, including weekends and holidays.
Skills:Customer Service, Communication (verbal and written), Problem-solving, Time management, Organizational skills, Computer proficiency, and Multi-tasking.
Job Type: Part-time
Pay: $13.50 - $14.00 per hour
Expected hours: 30 per week
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Morning shift
- Weekends as needed
Work Location: In person
Salary : $14 - $14
