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Job Description Job Description
Hilton Marco Island Resort and Spa is currently seeking a dynamic Front Desk Agent to join our amazing staff!
POSITION PURPOSE:
Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay according to Hilton's standards.
ESSENTIAL FUNCTIONS:
Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. Properly code electronic guest room keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
Immediately greet customers with a friendly smile and a sincere welcome upon arrival. Use positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make 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. Present a cash paying guest at check-in with a receipt to verify the deposit amount. Use the hotel’s designated standards for check-ins and check-outs. Working various stations including satellite desks, VIP check-in and check-out desk.
Prompt answering the telephone using positive and clear English communication. Leave messages on the voice mail. Retrieve mail, small packages and facsimiles for customers as requested and notify the guest by voice mail, turning on and off phones. Print detailed guest phone calls on request.
Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances. Complete daily shift check list and other duties assigned by the supervisor.
Assist guest with resort and local information, activities and events including booking and managing reservations, offering suggestions and recommendations, arranging transportation, amenities and keeping accurate records of all transactions and reservations.
Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues. Handle guest’s complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
SUPPORTIVE FUNCTIONS:
In addition to performance of the essential functions, this position may be required to perform a combination of supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel. May be assigned to different work locations such as Front Office, Front Desk, Bell Desk, Satellite Desk, V.I.P. Desk. May also assist as directed in other areas.
OTHER:
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel including holidays, weekends, and night audit.
All employees are required to comply fully with the rules and standards set forth by Hilton Marco Island Beach Resort & Spa, Olshan Properties and Hilton Hotels Corporation