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Front Desk Clerk / Guest Service Agent

posted September 17, 2019

Hampton Inn Champaign/Urbana
Urbana, IL
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About This Job

Overview

The Hampton Inn by Hilton Champaign / Urbana is currently looking for a hardworking, energetic and passionate person to fill the following position in our Guest Service Department.

  • Front Desk Clerk / Guest Service Agent

The Front Desk Clerk is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Responsibilities
  • Resolve guest complaints, ensuring guest satisfaction.
  • Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
  • Maintain positive guest relations at all times.
  • Resolve guest complaints, ensuring guest satisfaction.
  • Maintain complete knowledge at all times of: a) all hotel features/services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities.
  • Obtain assigned bank and ensure accuracy of contracted monies.
  • Keep bank secure at all times.
  • Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
  • Process all guest check-ins.
  • Verify registration card information with the guest.
  • Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
  • Direct Bell Person to escort guest and transport their luggage to the room.
  • Handle overbooked or walked in guests.
  • Accept and record wake-up call requests.
  • Monitor, send and distribute guest faxes.
  • Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
  • Resolve discrepancies on the room status report with Housekeeping.
  • Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
  • Process all check-outs.
  • Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
Qualifications

Education & Experience:

  • High School Graduate or General Education Degree (GED).
  • One year previous experience in a similar position in a hotel preferred. 
  • Basic computer skills required.
  • Must be able to work weekends. 
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About This Employer

Hampton Inn Champaign/Urbana

1200 West University Avenue
Urbana, IL 61801

(217) 337-1100

130 Room Hotel

hamptoninn3.hilton.com

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Your home away from home in Champaign-Urbana

Hampton Inn Champaign/Urbana is conveniently located in downtown Urbana, Illinois across the street from the University of Illinois at Urbana-Champaign campus.

Champaign and Urbana are vibrant college towns offering a wide variety of entertainment and dining options. Within a mile of our hotel in Champaign, IL, you'll find some of the area’s most popular destinations. Discover the special events and programs offered at Crystal Lake Park. Attend a performance at Krannert Performing Arts Center or view the work of over 70 professional artists at Cinema Gallery. Take the Historic Main Street Walking Tour or visit the downtown farmer's market.

Window shop at Market Place Mall, featuring 100 stores and restaurants. Learn more about the history of aviation at the Chanute Air Museum. While you’re in town, practice your swing at Stone Creek Golf Course.

Start each day with Hampton’s free hot breakfast. Plan your day’s activities using free WiFi access in your room or in our 24-hour business center. After a day of sightseeing or school activities, relax in your clean and fresh Hampton bed®.