Front Desk Agent | Hilton Garden Inn, Marlborough-Evenings

CSM Careers • Marlborough, MA

3d • Onsite

About The Position

This position is responsible for anticipating guest needs, providing solutions to ensure guest satisfaction and exceed their expectations. Adheres to the company’s standards of quality and professionalism. The work schedule requires the 2nd shift and weekends. The role involves processing check-ins and check-outs, verifying billing, creating reservations, and processing special requests. The agent will assist guests by providing information about the hotel property, local attractions, and hours of operation for hotel outlets and services. This role requires working as a team player to meet guest needs and contributing to the efforts of other departments. The agent will understand and follow the company guest service recovery program, proper selling techniques, and strategies to maximize room revenues. Responsibilities also include monitoring room availability, following restrictions and booking policies, driving sales, and maximizing revenue by up-selling rooms and amenities. The agent will follow company procedures for handling cash and processing financial transactions, ensure proper use of all equipment, and adhere to cost controls to reduce expenses and waste. The role requires producing the required volume of work by planning, organizing, and prioritizing duties, and adhering to company general work rules, department procedures, and company policies.

Requirements

• High school diploma or GED required
• 1+ years prior guest service experience required preferably in a hospitality setting
• Excellent verbal communication skills needed
• Attention to detail, customer focused and the ability to perform job duties in a fast-paced environment
• Maintains predictable and reliable attendance
• Ability to lift, push and pull up to 25 pounds on an occasional basis
• Ability to move throughout the hotel (standing, walking, kneeling, bending) for extended periods

Nice To Haves

• prior guest service experience preferably in a hospitality setting

Responsibilities

• Anticipates and responds to guests in a friendly and positive manner
• Responsible for providing the highest level of service
• Process check-ins and check-outs, verify billing, create reservations, and process special requests
• Assists guests by knowing hotel property, local attractions, and hours of operation of hotel outlets and services
• Works as a team player in meeting guests needs, and actively contributes to the efforts of other departments when necessary
• Understands and follows the company guest service recovery program
• Follows proper selling techniques and ensures strategies are utilized to maximize room revenues
• Monitors room availability, follows restrictions, and all booking policies and procedures
• Drives sales and maximizes revenue by up-selling rooms and amenities
• Follows company procedures when handling cash and processing financial transactions
• Responsible for proper use of all equipment and adheres to cost controls to reduce expenses and waste
• Produces required volume of work by planning, organizing and prioritizing work duties
• Adheres to company general work rules, department procedures and company policies

Benefits

• equal opportunity employer

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED