Front Desk Agent

Job Title: Front Desk Agent

Location: Home2 Suites by Hilton

Job Summary:

The Front Desk Agent is the first point of contact for guests at Home2 Suites by Hilton and plays a key role in delivering exceptional customer service. This role involves checking in and checking out guests, addressing inquiries, managing reservations, and ensuring that guests' needs are met in a friendly, professional manner. The Front Desk Agent ensures that the hotel runs smoothly by assisting with administrative tasks and supporting other departments as needed.

Key Responsibilities:1. Guest Check-In/Check-Out:

• Check-In: Welcome guests upon arrival, process check-in, and assign rooms efficiently, ensuring accurate guest information is recorded.
• Check-Out: Process guest check-out in a timely and accurate manner, including verifying charges and completing final payments.
• Room Assignments: Ensure proper room assignments based on guest preferences, including special requests for room types, floor preferences, or specific amenities.

2. Customer Service & Guest Relations:

• Guest Assistance: Provide a high level of customer service by addressing guest needs, including providing information about hotel amenities, local attractions, and services.
• Problem Resolution: Handle guest complaints or issues with professionalism and urgency, aiming for timely resolution to ensure guest satisfaction.
• Guest Requests: Fulfill guest requests, such as providing extra amenities (e.g., towels, pillows, etc.), and offer assistance as needed during their stay.

3. Reservations & Administrative Duties:

• Manage Reservations: Handle reservation inquiries, process new bookings, and make adjustments to existing reservations as needed.
• Database Management: Ensure guest information is accurately entered into the hotel's reservation system and maintain up-to-date records.
• Reporting: Complete necessary paperwork and reports related to guest arrivals, departures, and special requests.

4. Billing & Payments:

• Payment Processing: Process payments and follow established procedures for handling cash, credit card transactions, and billing inquiries.
• Invoicing: Provide guests with accurate invoices upon check-out, detailing charges for services and room fees.

5. Communication:

• Internal Communication: Communicate effectively with housekeeping, maintenance, and management to ensure smooth operations and guest satisfaction.
• Telephone Support: Answer phone calls promptly and professionally, directing calls to the appropriate department or handling guest inquiries.

6. Lobby & Public Area Support:

• Maintain Lobby Appearance: Keep the front desk and lobby areas clean, organized, and welcoming for guests.
• Assist Guests with Check-In Kiosks: Help guests with self-check-in kiosks when available and assist with using technology or other hotel services.

Qualifications:Experience:

• Previous Experience: Prior experience in a front desk, customer service, or hospitality role is preferred, but not required.

Skills:

• Customer Service: Strong interpersonal and communication skills to effectively interact with guests and address their needs.
• Multitasking: Ability to manage multiple tasks and prioritize guest requests in a fast-paced environment.
• Technology Skills: Comfort with using hotel management software, phone systems, and other computer-based tools.
• Attention to Detail: Accuracy in checking in guests, managing reservations, and processing payments.

Physical Requirements:

• Ability to stand for long periods of time and occasionally lift or carry up to 25 pounds.
• Ability to work flexible hours, including evenings, weekends, and holidays.

Key Traits:

• Professionalism: Friendly, approachable, and professional demeanor in all guest interactions.
• Dependability: Reliable and punctual, ensuring consistent and efficient front desk operations.
• Problem-Solving: Ability to stay calm under pressure and resolve guest issues effectively.
• Team-Oriented: Works well with other team members and departments to ensure smooth hotel operations.

Working Conditions:

• Shifts: The Front Desk Agent will typically work varied shifts, including evenings, weekends, and holidays, based on the hotel’s operational needs.
• Environment: Work is typically performed at the front desk or lobby area of the hotel, with occasional shifts in a busy, high-traffic environment.

The Front Desk Agent at Home2 Suites by Hilton is an essential part of delivering a great guest experience. By providing professional, courteous service and ensuring smooth operations, the Front Desk Agent plays a critical role in guest satisfaction and the overall success of the hotel.

Job Type: Part-time

Schedule:

• Evening shift
• Morning shift

Work Location: In person