Front Desk Agent | Hilton Garden Inn, Marlborough

CSM Careers•Marlborough, MA

1d•Onsite

About The Position

The Front Desk Agent anticipates guest needs and provides solutions to ensure guest satisfaction and exceed expectations while adhering to company standards of quality and professionalism. The role provides guest service at the Hilton Garden Inn in Marlborough, with first- and second-shift schedule options. Two agents are sought, either full time or part time, and weekend availability is required.

Requirements

High school diploma or GED.
At least 1 year of prior guest service experience.
Excellent verbal communication skills.
Attention to detail and a customer-focused approach.
Ability to perform job duties in a fast-paced environment.
Predictable and reliable attendance.
Weekend availability.
Ability to lift, push, and pull up to 25 pounds occasionally.
Ability to move throughout the hotel—including standing, walking, kneeling, and bending—for extended periods.

Nice To Haves

Guest service experience in a hospitality setting is preferred.

Responsibilities

Anticipate and respond to guests in a friendly and positive manner, providing the highest level of service.
Process check-ins and check-outs, verify billing, create reservations, and process special requests.
Assist guests by knowing the hotel property, local attractions, and the hours of operation for hotel outlets and services.
Work as a team player to meet guest needs and contribute to other departments when necessary.
Understand and follow the company guest service recovery program.
Use proper selling techniques and strategies to maximize room revenue.
Monitor room availability, restrictions, and booking policies and procedures.
Drive sales and maximize revenue by upselling rooms and amenities.
Follow company procedures for handling cash and processing financial transactions.
Use equipment properly and follow cost controls to reduce expenses and waste.
Plan, organize, and prioritize duties to produce the required volume of work.
Adhere to company general work rules, department procedures, and company policies.