Front Desk Agent

The William Fell•Baltimore, MD

21d•$17 - $19•Onsite

About The Position

The Front Desk Agent serves guests at the hotel front desk, providing efficient, courteous, professional service in accordance with hotel standards, policies, procedures, and hospitality guidelines. The role handles guest registration, room assignments, reservations, checkout, guest questions and problems, and front-office cash and banking procedures. The agent is expected to remain current on hotel operations, events, services, room features, rates, promotions, rewards programs, emergency procedures, and local attractions. This position reports to the Director of Front Office. The Front Desk Agent maintains a professional appearance and a clean front desk and back-office area, protects confidential information, supports fellow associates, and represents the hotel professionally. The position requires flexibility with the work schedule and the ability to concentrate, manage multiple tasks, and work under pressure. The work takes place indoors in the front desk, Greatroom, back office, and guest rooms. Employment is subject to a background check and authorization to work in the United States.

Requirements

Hotel knowledge, including hours of operation, staff, property information, and services.
Training on the hotel property management system (PMS), Hilton PIP.
Training in guest communication.
Basic computer knowledge, including Word, Excel, PowerPoint, and internet use.
Effective verbal and written communication with employees and guests at all levels in an attentive, friendly, courteous, and service-oriented manner.
Computer literacy, a professional yet friendly manner, and good customer-service skills.
Confidence in making decisions and the ability to concentrate, work under pressure, and handle multiple tasks simultaneously.
Ability to maintain confidentiality of information.
Ability to read and visually verify information in a variety of formats; stand or walk for extended periods or an entire shift; and move, lift, carry, push, pull, and place objects weighing up to 20 pounds without assistance.
Authorization to work in the United States and successful completion of a background check.

Responsibilities

Report to work on time in a clean, proper uniform with a name tag and maintain required grooming standards.
Follow hotel policies, procedures, internal rules, and standards, including cash-handling and banking procedures.
Stay informed about daily hotel operations, events, changes, procedures, room rates, packages, discounts, promotions, guest-room features, amenities, and hotel services.
Attend daily briefings about extraordinary events and be prepared to handle situations that arise.
Operate the Hilton PIP system, take same-day reservations, and enter reservations.
Register guests, assign rooms, and accommodate special requests.
Provide information about Hotel Rewards and other frequent-traveler programs.
Answer phones promptly and according to proper etiquette, within three rings.
Handle safe deposit boxes, mail, and messages appropriately and confidentially.
Maintain the cleanliness of the front desk and back-office area, including computer equipment.
Assist guests with questions and problems, resolving issues using Guest Response Program procedures.
Assist fellow associates to ensure work is completed on time.
Know and follow emergency procedures.
Use PMS passwords discreetly and log off the terminal when leaving the area.
Provide guests with information about the city, local area, and attractions.
Ensure proper credit at checkout and provide guests with a zero-balance folio; handle late charges according to procedure.
Bank out at the end of the shift using blind-drop procedures, and secure the bank when leaving the front desk area.
Report unusual occurrences or requests to the manager.
Maintain a professional manner, remain alert at the front desk, greet guests immediately, offer assistance proactively, and give guests full attention.
Use the AM, PM, and night daily checklists to support smooth operations.
Carry out reasonable management requests within the associate’s capabilities.