Front Desk / Guest Service Agent / Night Audit

Hours include nights and weekends.

JOB SUMMARY

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay, as well as ensuring the guest has an exceptional stay, to meet Hilton’s high standards of quality.

ESSENTIAL 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.

1. 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.

2. Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote Hilton marketing programs. 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.

3. Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash; make change and balance as 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.

4. 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.

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

6. 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.

7. Turns in all lost and found items and all guest room keys.

8. Adheres to all WMK policies and procedures.

9. Follows safety and security procedures and rules.

10. Knows department fire prevention and emergency procedures.

11. Utilizes protective equipment.

12. Reports unsafe conditions to supervisor.

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

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

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

16. Assists other Front Desk Personnel when need.

17. Perform any related duties as requested by supervisor.

1. 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 experience preferred

2. Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.

3. 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.

4. Ability to read, listens, and communicates effectively in English, both verbally and in writing.

5. Ability to access and accurately input information using a moderately complex computer system.

6. Hearing and visual ability to observe and detect signs of emergency situations.

1. Ability to stand and move throughout front office and continuously performs essential job functions.

2. Lifting up to 25 pounds maximum.

3. Occasional twisting, bending, stooping, reaching, standing, walking,

4. Frequent talking, hearing, seeing and smiling.