Front Desk Agent

DRIFTWOOD HOSPITALITY MANAGEMENT•Southlake, TX

7d•Onsite

About The Position

The Hilton Southlake Town Square is seeking a Front Desk Agent to join their team. This role involves greeting and registering guests, providing prompt and courteous service, and closing out guest accounts upon completion of their stay. The goal is to ensure guests have an exceptional stay that meets the hotel's high standards of quality. The hotel is a prestigious property, consistently ranking in the top 10% for guest service and overall cleanliness, and is a Connie Award-winning hotel with 248 guest rooms and over 28,000 square feet of meeting space.

Requirements

Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.
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 and help resolve conflicts.
Ability to read, listens, and communicates effectively in English, both verbally and in writing.
Ability to access and accurately input information using a moderately complex computer system.
Hearing and visual ability to observe and detect signs of emergency situations.
Ability to stand and move throughout front office and continuously performs essential job functions.
Stand 95% of shift
Lifting up to 25 pounds maximum.
Occasional twisting, bending, stooping, reaching, standing, walking.
Frequent talking, hearing, seeing and smiling.

Nice To Haves

High school diploma preferred.
Prior hospitality experience preferred, but not required.

Responsibilities

Greet customers immediately with a friendly and sincere welcome.
Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
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.
Code electronic keys, certificates, and coupons as appropriate.
Verify and imprint credit cards for authorization using electronic acceptance methods.
Handle cash; make change and balance as assigned house bank.
Accept and record vouchers, travelers’ checks, and other forms of payment.
Post charges to guest rooms and house accounts using the computer.
Promptly answer the telephone using positive and clear English communication.
Input messages into the computer.
Retrieve messages and communicate the content to the guest.
Retrieve mail, small packages and facsimulins for customers as requested.
Close guest accounts at the time of check out and ensure guest’s satisfaction.
Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues.
Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating and air conditioning, etc.
Remain calm and alert especially during emergency situations and heavy hotel activity.
Plan and implement detailed steps by using experienced judgment and discretion.
Keeps the corridors and service area neat at all times.
Adheres to all company policies and procedures.
Follows safety and security procedures and rules.
Knows department fire prevention and emergency procedures.
Utilizes protective equipment.
Reports unsafe conditions to supervisor/manager.
Reports accidents, injuries, near-misses, property damage or loss to supervisor.
Provides for a safe work environment by following all safety and security procedures and rules.
All team members must maintain a neat, clean and well groomed appearance.
Assists other Front Desk Personnel when need.
Perform any related duties as requested by supervisor/manager.