Front Desk Agent - Hilton Tucson El Conquistador

Desert Hospitality Management, LLC•Oro Valley, AZ

About The Position

The Front Desk Agent ensures guest satisfaction and revenue optimization through check-in, check-out, and attentive coordination of hotel services. The role registers and checks out guests, processes payments, responds to requests and complaints, promotes hotel services, and provides information about local attractions and directions. The agent prepares for group arrivals and departures and VIP arrivals, stays informed about hotel events and functions, books reservations or coordinates with the reservation center, and is cross-trained to perform Night Audit duties. The position also handles departmental accounting, including posting charges, maintaining guest accounts and other forms of credit, completing cashier reports, preparing deposits, and counting the cashier bank. Additional duties include controlling guest safe-deposit boxes and performing telephone operator tasks, such as dispatching shuttle and staff calls, recording guest calls, and following up to ensure guest satisfaction. The agent maintains a professional appearance, follows company policies and procedures, and may perform other duties assigned by a supervisor or management. The agent coordinates internally with Engineering, Accounting, and Housekeeping, and externally with hotel guests, valet service, transportation companies, and local businesses. Work takes place in a fast-paced environment and requires nights, weekends, and holidays; overtime may be requested.

Requirements

High school diploma or equivalent.
Some customer service experience.
Interpersonal skills.
Computer skills.
Typing skills.
Ability to work nights, weekends, and holidays.
Ability to work in a fast-paced environment.

Responsibilities

Register guests promptly and courteously, using upselling techniques to maximize room rates.
Prepare for group check-ins and check-outs and VIP arrivals, and stay informed about hotel events and functions during the shift.
Check guests out and process payments according to established policies and procedures.
Respond promptly to guest requests, promote hotel services, facilities, and outlets, and provide information such as local attractions and directions.
Cross-train to perform Night Audit duties.
Resolve minor guest complaints and inform a supervisor about major problems, complaints, disturbances, or unhappy guests.
Book guest reservations or coordinate with the reservation center.
Handle departmental accounting, including monies, receipts, guest accounts, other forms of credit, posting charges, cashier reports, deposits, and cashier bank counts.
Issue, control, and release guest safe-deposit boxes.
Perform telephone operator duties, including answering guest calls, dispatching shuttles and calls to appropriate staff, recording calls in the guest call log, responding to requests and complaints, taking appropriate action, and following up on guest satisfaction.
Maintain a professional image through appearance and dress.
Follow company policies and procedures.
Perform other duties assigned by a supervisor or management.
Coordinate with Engineering to relay guest service needs, Accounting to seek payment-processing credit approval, and Housekeeping to verify room availability.
Provide customer service and resolve problems for hotel guests; coordinate with valet service, transportation companies, and local businesses to support guest needs and provide information.