Job Summary: Often the first and last contact for our guests, the front desk agent is a critical link to guest satisfaction. Responsibilities include welcoming guests, processing registration and check-out, anticipating guest needs and meeting or exceeding those needs, responding to and resolving guest inquires and complaints, and coordinating with other departments to ensure guests feel well-cared for and valued. This person should be very comfortable interacting with guests and potential clients in a highly professional manner. Key Responsibilities: * Maintain a personal demeanor that is friendly, cheerful and courteous at all times. * Greet guests by name. * Ensure that all guests feel welcomed to the property. * Register guests and assign rooms. * Conduct check-out processes. * Ensure guest satisfaction by responding to guest inquiries with accurate information and a positive attitude. * Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions. * Respond to phone calls, and retrieve guest mail, faxes and packages. * Promote hotel amenities and services to guests using personal knowledge and effective selling techniques. * Welcome and effectively resolve guest questions, issues and complaints with supervisor assistance as needed. * Provide constant and consistent communication with other departments and supervisors/managers in order to ensure guest satisfaction. * Attend team briefings. * Handle cash, credit card, currency conversions and other financial transactions. * Post charges such as room, food, liquor or telephone to ledger. * Compute or adjust bill, collect payment, and make change for guests. * Perform other duties as assigned. Qualifications: Education * High school diploma or GED Skills and Experience (Essential) * At least 18 years of age * Basic computer skills * Must be able to read, communicate effectively and have superb interpersonal skills * Must be able to work well under pressure while retaining tact and composure when resolving guest complaints * Work experience in the hospitality or restaurant industry preferred * Communication in other languages is helpful Benefits:
- 401k after 90 days, fully vested, company match to 4%
- Medical/ Dental/Vision- eligible after 60 days
- Employee Assistance Program (EAP)
- Flexible Spending Account (FSA)
- Awesome Paid Time Off policy
- Hilton Discounts Worldwide
- Northwood Hospitality Discounts