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Front Office Agent

Posted March 31, 2021

DoubleTree by Hilton Hotel Orlando at SeaWorld
Orlando, FL

About This Job

  • Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
  • Makes appropriate selection of room number based on guest needs
  • Codes electronic keys
  • Non-verbally confirms the room number and rate
  • Ensures guest knows location of room, and arranges for team member to accompany guest to room
  • Provide Luggage assistance.
  • Provides welcome packet containing room keys, vouchers, letters, gifts etc. to guest
  • Ensures rooms and services are correctly accounted for within guest statement
  • Properly accounts for services provided by the hotel
  • Assists guests with check out payments or charges
  • Greet guests immediately with a friendly and sincere welcome
  • Uses a positive and clear speaking voice, listens to understands request, responds with appropriate action and provide accurate information such as outlet hours, special VIP programs, events, etc.
  • Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decision and action
  • Promptly answers the telephone and inputs messages into the computer and advises other team members of special needs.
  • Retrieve messages in computer and communicate the content to guests
  • Retrieves mail, packages and facsimiles or other special items for customers as requested
  • Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results
  • Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
  • Remains calm alert especially during emergency situations and heavy hotel activity
  • Plans and implements detailed steps by using experienced judgment and discretion
  • 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 resolve conflicts

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)


About this Employer

DoubleTree by Hilton Hotel Orlando at SeaWorld

10100 International Drive
Orlando, FL 32821

(407) 352-1100

1,026 Room Hotel

At A Glance

Nestled in 28 acres of lush palm trees and tropical fountains, the DoubleTree Orlando is your relaxing oasis. Savor the sweetness of our fresh chocolate chip cookie at check-in.

We feature PURE® Wellness accommodations that are nearly 99.9% allergen-free. Sleep better and be at your best in one of these rooms. Each of our hotel rooms includes a 42-inch HDTV and a plush, Sweet Dreams® mattress.

Once you've settled in, you’ll have access to two on-site swimming pools, a billiards table, and a bevy of outdoor activities in the Florida sunshine. A friendly staff member will be around to help you find the best things to do in the area. Grab a cocktail from Barefoot Bar and lounge by the pool, or visit Laguna for sweet and savory entrees that will satisfy your palate.