Front Desk Agent II (Overnight)

Resorts World New York City•Miami, FL

36d•Onsite

About The Position

The Front Desk Agent II (Overnight) is responsible for greeting, registering, and assigning rooms to guests, handling check-ins and check-outs, and managing guest requests. This role involves answering inquiries about hotel services, making reservations, processing payments, and maintaining guest records. The agent will also be responsible for promoting company marketing programs and ensuring the front office area is clean and organized. This position requires overnight availability and the ability to handle various hotel operations, potentially including tasks of a telephone operator, reservation agent, concierge, engineer, security officer, and housekeeper.

Requirements

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.
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.
Overnight Availability is required.

Nice To Haves

Assimilate into the Hilton Family Blue Energy culture through understanding, supporting and participating in all elements of Blue Energy.
Demonstrate working knowledge of the service standards.

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, but not limited to, 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.
Able to handle multi-telephone lines and guests waiting in line in person.
Able to handle 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 and mail, packages and guests requests as needed.
Able to perform the tasks related to a telephone operator, a reservation agent, a concierge, an engineer, a security officer and a housekeeper.
Responsible for maintaining the front office area clean, organized and stocked at all times including lobby area as needed.
Able to handle 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.
Able to solve day-to-day problems first-hand without having to contact a supervisor/manager as trained.
Other related duties.