Front Desk Agent - PM

The Hilton DFW Lakes is looking for Front Desk Agents to join the team!  This is a PM Shift from 3pm-11pm.

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.
• 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.