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Front Desk Agent

Posted January 11, 2021

Embassy Suites by Hilton Tampa Airport Westshore
Tampa, FL
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Newly renovated guest suites, restaurant, lounge area, meeting space, lobby, and team member areas. We offer our Full-Time Team Members excellent benefits to include: paid sick time, paid holidays, paid vacation, Health, and Welfare Benefits, and more.

About This Job


JOB SUMMARY:

The Front Desk Agent performs pre-registration and registration duties for incoming guests. The Front Desk Agent will check guest in and out, make room reservations and track and report room statuses and rates. Front Desk Agent is also required to be available to all guests who need to report a complaint or request a service.

ESSENTIAL JOB FUNCTIONS:

 This description is a summary of primary responsibilities and qualifications.  The job description is not intended to include all duties or qualifications that may be required now or in the future.  The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

Greet customers immediately with a friendly and sincere welcome.  Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.

Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including the number of guests and room rate.  Make appropriate selection of rooms based on guest needs.  Code electronic keys, certificates, and coupons as appropriate.  Requires continual standing and movement throughout front office areas.

Verify and imprint credit cards for authorization using electronic acceptance methods.  Handle cash; make a change and balance an assigned house bank.  Accept and record vouchers, travelers’ checks, and other forms of payment.  Perform accurate, moderately complex arithmetic functions using a calculator.  Post charges to guest rooms and house accounts using the computer.

Promptly answer the telephone using positive and clear English communication.  Input messages into the computer.  Retrieve messages and communicate the content to the guest.   Retrieve mail, small packages, and facsimiles for customers as requested.

Close guest accounts at the time of check out and ensure guest’s satisfaction.  In the event of dissatisfaction, research and attempt to resolve problems within established guidelines may include turning the problem over to a supervisor.

Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues.  Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating, and air conditioning, etc.  Remain calm and alert especially during emergency situations and heavy hotel activity.  Plan and implement detailed steps by using experienced judgment and discretion. Keeps the corridors and service area neat at all times.

Adheres to all company policies and procedures.

Follows safety and security procedures and rules.

Knows department fire prevention and emergency procedures.

Utilizes protective equipment.

Reports unsafe conditions to supervisor/manager.

Reports accidents, injuries, near-misses, property damage, or loss to supervisor.

Provides for a safe work environment by following all safety and security procedures and rules.

All team members must maintain a neat, clean, and well-groomed appearance. (Specific standards outlined in team member handbook).

Assists other Front Desk Personnel when need.

Perform any related duties as requested by the supervisor/management

KNOWLEDGE, SKILLS & ABILITIES

The Hotel may consider an equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below, when applicable

  • Any combination of education and experience equivalent and graduation from high school or any other combination of education, training, or experience that provides the required knowledge skills, and abilities.  High school diploma preferred.
  • Prior hospitality (hotel) experience highly preferred.
  • Attention to detail and strong communication, organizational, and interpersonal skills are important.
  • Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and help resolve conflicts.
  • Ability to read, listens, and communicates effectively in English, both verbally and in writing.
  • Ability to access and accurately input information using a moderately complex computer system.
  • Hearing and visual ability to observe and detect signs of emergency situations.

EOE/M/F/VETDisabilities

Embassy Suites by Hilton partners with Hilton's Cleanstay Program. Hilton Cleanstay is committed to health and safety, giving guests the confidence to stay with our properties. Guest expect to see Hilton Cleanstay protocol in action when on-property and our Team Members face-covering brand standard is a critical way to keep Team Members and guests safe.

To mitigate the spread of COVID-19, Team Members are required to wear masks during shifts and are required to complete a Two-Part Health Assessment before the beginning of each shift.

PHYSICAL DEMANDS

  • Ability to stand and move throughout front office and continuously performs essential job functions.
  • Stand 95% of shift
  • Lifting up to 25 pounds maximum.
  • Occasional twisting, bending, stooping, reaching, standing, walking.
  • Frequent talking, hearing, seeing, and smiling.            
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About this Employer

Embassy Suites by Hilton Tampa Airport Westshore

555 North Westshore Boulevard
Tampa, FL 33609

(813) 875-1555

243 Room All Suite

embassysuites3.hilton.com

At A Glance

Located in the heart of the Westshore business district with great shopping in Tampa Bay, Embassy Suites by Hilton Tampa Airport Westshore is the ideal location.

Our hotel is only minutes from Tampa International Airport and downtown Tampa, FL. Whether visitors are in town to explore Busch Gardens®, soak up the sun at the beach, cheer on their favorite NHL team, or connect with the sea at the Florida Aquarium, our location is in perfect proximity to all things entertaining in Tampa Bay.

Anyone can host a meeting or event in our 9,000 sq. ft. of flexible meeting space, or celebrate a special occasion on the 2,800 sq. ft. outdoor terrace overlooking our pool.

However guests choose to spend their time, it is always enjoyable at Embassy Suites by Hilton Tampa Airport Westshore.