What are the responsibilities and job description for the Front Desk Agent position at Tru by Hilton?
The front desk agent is often the first person to interact with guests. As the friendly face of the property, the front desk agent has a relatable personality and a great desire to work with people. You are responsible for communicating in a welcoming and efficient manner, while ensuring that guests’ needs are properly addressed
A Day in the Life:
• You will anticipate guests’ needs, respond promptly and acknowledge all guests in a timely manner.
• You will maintain positive guest relations at all times.
• You will resolve guest complaints and ensure guest satisfaction.
• You will maintain a complete knowledge of: hotel features/services, hours of operations, room rates, special packages and promotions, daily house count and expected arrivals/departures, and scheduled daily group activities.
• You will process all guest check-ins, and verify registration information with the guest.
• You will handle overbooked or 'walked' guests.
• You will accept and record wake-up call requests.
• You will communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• You will resolve discrepancies on the room status report with housekeeping.
• You will train with and learn Food and Beverage operations to fill in as needed.
