Front Desk Agent

Hilton Sandestin Beach•Miramar Beach, FL

About The Position

To assist in checking in and checking out guests in the hotel’s continuing effort to deliver outstanding guest service and financial profitability to the owners of the hotel.

Requirements

Must have a friendly, congenial personality.
Must have a cooperative attitude.
Must have a willingness to work and be flexible in work scheduling.
Must be a patient, courteous listener, and able to show empathy.
Must exhibit energy and enthusiasm for the job and the facility.
Must be able to work well with people including guests and team members.
Must ensure the privacy of each guest.
Must be able to make sound decisions which are sensitive to the guest’s needs.
High school diploma or equivalent preferred.
Previous customer service experience required.
Excellent guest service and communication skills.
Due to the seasonal and business nature of the hospitality industry, employees may be required to work varying schedules and hours to reflect the staffing needs of the hotel.

Responsibilities

Greets guests and completes the registration/check-in process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet, and ensuring guest knows location of room and/or has a bell person accompany him/her.
Assists guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the Property Management System, handling cash money, processing credit and debit cards, accepting and recording various forms of payment, making change, and processing gift certificates and cards.
Compiles packets for guests that have booked package reservations and adds messages to the reservation to prompt the check-in agent to give the guest the packet.
Completes daily check lists and ensures that each task is completed thoroughly.
Demonstrates a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge, and answer guest questions and inquiries.
Uses up-selling techniques to promote hotel services and facilities and to maximize room occupancy.
Responds to guest inquiries and requests and resolves issues in a timely, friendly, and efficient manner.
Fields guest complaints, conducts research, resolves and/or negotiates solutions for guest satisfaction and to help Stay Experience scores.
Receives, inputs, retrieves, and relays messages to guests.
Assists with other duties assigned by your supervisor which could include assisting PBX Operators, Reservations Agents, etc.
Ability to stand for long periods of time, a minimum of eight hours.
Uses e-mail to communicate with guests and/or hotel employees.
Enrolls guests in the Hilton Honors program and meets monthly enrollment numbers
Must possess the skill required to perform various secretarial functions if necessary.
Must have the ability to work under pressure without letting that pressure show to the guest.
Must possess good organizational skills.
Must be able to concentrate, exert good judgment, and be flexible as the desk is a very busy area and the focal point of the hotel.
Must have a good "telephone voice and manner."
Must have basic math skills.