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Guest Service Agent / Front Desk

posted September 30, 2019

DoubleTree Suites by Hilton Hotel Phoenix
Phoenix, AZ
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About This Job

The DoubleTree Suites by Hilton Phoenix is looking for an energetic, customer service oriented individual to take on the roll of Guest Service Agent / Front Desk.  GSAs are responsible for performing a variety of customer service focused duties to facilitate a positive experience for our guests.  Included in the front Desk Agent's responsibilities are: checking in and checking out procedures, providing assistance to guests by answering questions and questions and offering recommendations.  Meeting and exceeding guests expectations by problem solving any unexpected travel changes.  The Front Desk Agents are a liaison between the guests and the hotel. 

  • Welcome and register guests expeditiously, provide information to guests as needed, obtain identification and credit/check approval as directed by hotel policy. Verify rate and departure date. Confirm and modify information required to complete the registration process as per hotel procedures.
  • Check departing guests out of the hotel as per hotel procedures.
  • Answer all guest questions accurately and resolve problems in a timely manner ensuring guest satisfaction. Authorize revenue allowances as allowed by hotel policy.
  • Resolve guest problems and complaints.
  • Sell guest rooms, food & beverage outlets and seasonal hotel promotions.
  • Sell items to guest / customers from Market Express.
  • Review Front Desk log when coming on shift and record pertinent information as needed throughout shift.
  • Post charges to individual room or master account.
  • Complete tasks on daily checklist.
  • Communicate with other hotel departments to maintain a high level of guest satisfaction.
  • Adhere to policies regarding handling of employee’s cash bank.
  • Reconcile all charges and cash received during shift and prepare drop. Have drop witnessed.
  • Process mail, messages, faxes and packages for Guests.
  • Responsible for knowledge of groups and functions in the Hotel on a daily basis.
  • Notify management of any pertinent information related to shift activities.
  • Ensure all equipment is in operation order and all supplies are up to par. Report equipment that needs repair or supplies that need to be ordered.
  • Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
  • Be a Team Player and encourage the teamwork attitude among staff.
  • Attends department and inter-departmental meetings.
  • Notify management of any pertinent information related to shift activities.
  • Be knowledgeable in all hotel emergency procedures.
  • Ensure areas are free of safety hazards and performs all duties in a safe and efficient manner.
  • Ensures total guest satisfaction.
  • Follow Manager's instructions and performs other duties as directed or assigned.
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About This Employer

DoubleTree Suites by Hilton Hotel Phoenix

320 North 44th Street
Phoenix, AZ 85008

(602) 225-0500

242 Room All Suite

doubletree3.hilton.com

At A Glance

An airport hotel with a resort mindset, our fully renovated DoubleTree Suites by Hilton Phoenix hotel is located less than two miles from Phoenix Sky Harbor International Airport (PHX). Travelers can experience a resort style atmosphere, a warm welcome and our signature DoubleTree cookie upon arrival.

We are located just five miles from the Phoenix Convention Center, the Arizona State University Main Campus and the Arizona State University Downtown Campus. Getting there is hassle-free with a Metro Light Rail Station located just one block away. We are also situated within the Valley of the Sun, making it easy to access major freeways, taking our guests to Tempe, Scottsdale, Chandler or up north to the iconic Grand Canyon.

Guests can start each morning with our delicious complimentary breakfast buffet at BRIX Kitchen + Cocktails. Open throughout the day, BRIX serves dishes packed full of local ingredients. The menu is thoughtfully designed by our award winning executive chef. Our hotel also offers 17 recently renovated meeting and event spaces that are perfect for anyone's next business meeting, reunion, wedding, or celebration.