Hilton Garden Inn Dana Point Doheny Beach
At HRI Hospitality, we offer a unique perspective on hotel ownership and management. We're here to expand the possibilities of what once was, with our history of restoring properties to their former glory as well as new build projects that become the center of their vibrant urban community, we take it to the next level.
We are looking for people to join our team that share in the passion for warm welcomes and creating an unforgettable experience for our guests. With a wide array of brands in exciting locations, HRI Hospitality is the destination to set course for growing your career!
Pay Range: $17.00-$25.00
Job Summary:
Check in and check out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry.
Job Duties:
- Maintain complete knowledge at all times of all hotel features, services, hours of operation, room types, numbers, layout, decor, appointments and location, room rates, special packages and promotions.
- Maintain complete knowledge and comply with all hotel and departmental policies and procedures
- Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times
- Meet with supervisor to review daily assignments and priorities
- Meet with departing Front Desk Agent to review business status and follow up items
- Access all function of computer system according to established procedures and standards
- Set up workstation with necessary supplies; maintain cleanliness throughout shift
- Answer department telephone within three rings, using correct greeting and telephone etiquette
- Promote positive guest relations to all individuals approaching the Front Desk
- Accommodate all requests for information in a congenial manner
- Process all guest check ins according to established hotel requirements
- Confirm reservation in system and review all noted information
- For guests without a reservation, sell a room type as agreed upon
- Register guest in computer and generate a registration card
- Verify registration card information with guest, obtain back up information for guest credit or payment method and input into system; collect cash when designated
- Inform guest of room safe and mini bar key and room key procedures
- Issue parking passes validate valet parking tickets and enter information in PMS system and or reservation
- Obtain proper identification for tax exempt guests and attach form to registration card
- Communicate VIP arrivals to designated personnel for escort and delivery of amenities
- Set up accurate accounts for each guest checking in according to their requirements (sharing, separate room, tax, incidentals)
- Handle guest complaints according to the six step procedures, ensuring guest satisfaction
- Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction
- Document and confirm reservations and cancellations
- Block rooms in the computer and follow through on designated requirements
- Pre-register designated guests and prepare key packets
- Communicate pertinent guest information to designated departments/personnel (special requests, amenity delivery)
- Generate, print and distribute daily and weekly reports
- 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 according to established hotel requirements
- Resolve any late charges
- Present folio to guest and resolve any disputed charges
- Settle guest accounts following accounting procedures
- Retrieve guest room key from guests
- Request guest comments on their stay
- Process express check outs throughout the shift
- Handle requests for late check outs according to established hotel procedures
- Conduct group check ins and outs according to established hotel procedures
- Assist all departments and executives in obtaining appropriate information regarding groups, inventory and guest information
- File guest room keys and ensure the safe keeping of keys at the Front Desk
- Adhere to all cashiering procedures
- Process adjustment vouchers, paid outs, correction vouchers, miscellaneous charges
- Count bank at beginning/end of shift, secure front desk bank
- Legibly document pertinent information in the logbook
Minimum Requirements:
- High school graduate or equivalent
- Previous experience in customer service preferred
- Must be able to clearly communicate in English with guests, visitors, management and coworkers to their understanding, both in person and by telephone.
- Ability to input and access data in computer.
- Ability to understand guest inquiries and provide responses.
- Ability to focus on guests' needs, remaining calm and courteous
- Ability to think clearly, quickly and make concise decisions
- Ability to prioritize, organize and follow up
- Ability to focus attention on details
- Ability to maintain confidentiality of all guests and hotel information
- Ability to ensure security of guest room access
- Ability to remain stationary at assigned post for extended periods of time
- Ability to work cohesively with other departments and coworkers as part of a team
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand and walk use hands to finger, handle, or feel; and reach with hands and arms. The employee frequently is required to talk or hear. The employee is occasionally required to walk and stoop. The employee may lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.
You will also be eligible to participate in our Hilton Go program for Team Members, which is a special discounted rate for you and your friends and family when vacationing at Hilton properties around the world.
HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job?related requirements.