Front Desk Agent - Hilton Phoenix Resort at the Peak

Horseshoe Bay Resort • Phoenix, AZ

1d • Onsite

About The Position

As a Guest Services Agent, you would be responsible for greeting and registering guests and checking guests out of the resort in the resort's continuing effort to deliver outstanding guest service and financial profitability.

Requirements

• Greeting and registering guests
• Checking guests out of the resort
• Inputting and retrieving information from the computer
• Confirming guest information and room rate
• Selecting suites
• Coding electronic keys
• Promoting marketing programs
• Providing a welcome packet
• Assisting guests with check-out
• Using the point-of-sale system
• Handling money
• Processing credit and debit cards
• Accepting and recording various forms of payment
• Converting foreign currency
• Making change
• Processing gift certificates and cards
• Demonstrating knowledge of hotel information (suite categories, rates, packages, promotions, local area)
• Answering guest questions and inquiries
• Using up-selling techniques
• Responding to guest inquiries and requests
• Resolving issues in a timely, friendly, and efficient manner
• Fielding guest complaints
• Conducting research to resolve guest satisfaction issues
• Negotiating solutions for guest satisfaction
• Receiving, inputting, retrieving, and relaying messages to guests

Responsibilities

• Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of suites, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of suite and/or has a bell person accompany him/her
• Assist guests with check-out including, but not limited to, ensuring suites and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards
• Demonstrate a thorough knowledge of hotel information including, but not limited to, suite categories, suite rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
• Use up-selling techniques to promote resort services and facilities and to maximize suite occupancy
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner
• Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction
• Receive, input, retrieve and relay messages to guests

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed