Front Desk Agent II

Resorts World NYC • Miami, FL

2d • Onsite

About The Position

Accommodates guests of the hotel by performing various duties related to guest services, registration, and communication. This role requires a flexible schedule, including weekends and holidays, and involves direct interaction with guests to ensure a positive and efficient experience. The agent is responsible for handling a wide range of guest requests, maintaining accurate records, and upholding hotel standards.

Requirements

• High School Diploma or GED.
• Six months to one-year minimum front desk experience at any hotel brand required.
• Able to train new staff members.
• Must be able to communicate clearly with guests, customers, supervisors, and fellow employees.
• Must be able to calculate figures and amounts and apply basic addition, subtraction, and multiplication.
• Fluent in English mandatory.
• 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 to resolve conflicts.
• Basic mathematical skills and considerable skill in the use and operation of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to listen effectively and comprehend the English language to understand and obtain instructions and information.
• Ability to see and hear in order to observe and detect signs of emergencies.
• Able to stand for long periods of time.

Responsibilities

• Greets, registers, and assigns rooms to guests following established check-in/check-out procedures.
• Handles early check-ins professionally and according to standards.
• Completes AM and/or PM checklists as assigned by a Supervisor, Front Office Manager or MOD.
• Issues room keys and follows room key safety procedures.
• Transmits and receives telephone messages.
• Answers inquiries pertaining to hotel services; registration of guests, shopping, dining, entertainment, and travel directions.
• Handles all in-house guest requests for housekeeping amenities and Engineering issues through HotSoS or radio as needed.
• Follows up with all requests to ensure completion in a timely manner.
• Keeps records of room availability and guests accounts.
• Enrolls guests in Hhonors membership program as required by Hilton Corporation.
• Follows all upsell procedures and incentive programs.
• Makes reservations for in-house room extensions, walk-ins, and as needed, as well as confirms reservations including sending email confirmation pages.
• Maintains knowledge of various room types and rates.
• Computes bills, collects payment, and makes change for guests.
• Makes restaurant, transportation, or entertainment reservations and arranges for tours.
• Utilizes the front office computer system.
• Answers to all text messages from guests through Kipsu system.
• Answers all incoming calls promptly in a friendly, courteous, and professional manner in all dealings with guests, patrons, and other employees.
• Welcomes hotel guests with a smile in person and over the phone, with an emphasis on fulfilling guest requests, and following instructions as well as Hilton and Resorts World Standards and procedures.
• Provides information, recommendations, and booking services for a variety of guest inquiries, including directions, hours of outlet operation, hotel services, transportation and travel arrangements, tour and event tickets, restaurant reservations, and medical care.
• Retrieves mail, small packages, and facsimiles for guests as requested.
• Arranges and confirms recreational, business, and dining activities both inside and outside the hotel for guests.
• Responds to special requests for services including dry cleaning, special amenities, pre-arrival amenities, etc.
• Registers VIP guests, as needed.
• Promotes Company marketing programs and distributes printed materials, as needed.
• Handles any amenities from groups at check-in time.
• Handles multi-telephone lines and guests waiting in line in person.
• Handles guest concerns or complaints while using the HEART model and Make It Right program.
• Works closely with the bell desk staff to coordinate the efficient delivery of guest luggage and following up on guest requests.
• Distributes mail to the correct destination.
• Ensures that wake-up calls are entered accurately in the system.
• Logs wake-up calls, faxes, notes, letters, packages, and guest requests as needed.
• Performs tasks related to a telephone operator, a reservation agent, a concierge, an engineer, a security officer, and a housekeeper.
• Maintains the front office area clean, organized, and stocked at all times, including the lobby area as needed.
• Handles hotel emergency procedures and situations with maturity and professionalism.
• Performs tasks and projects as delegated by the Front Office Manager, Front Office Assistant Manager, Sales or Resident Manager.
• May be placed as a PBX Operator, Front Desk Agent, Concierge or Bell Captain as needed.
• Provides courteous, professional, and friendly service at all times.
• Solves day-to-day problems firsthand without having to contact a supervisor/manager as trained.
• Performs other related duties.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED