Front Desk Agent

DoubleTree by Hilton Rochester•City of Rochester, NY

2d•Onsite

About The Position

This role is responsible for managing guest reservations, providing information about hotel services, and ensuring a high standard of guest satisfaction. The position involves administrative tasks, maintaining the cleanliness and organization of the work area, managing supplies, and assisting other departments as needed. The Front Desk Agent will also handle guest requests and report lost-and-found items.

Requirements

1 year of customer service preferred
High school diploma or equivalent
Must have a basic working knowledge of a computer including word and be able to handle multiple tasks at one time
Must have excellent communication and interpersonal skills with the ability to interact with many types of personalities
Must display very good organization and time management skills
Must be able to walk and climb/descend stairs approximately 20% of the time
Must be able to frequently kneel, reach, crawl, and twist torso as needed to accomplish required tasks
Must be able to regularly lift and carry up to 20 pounds without assistance
To always maintain a high standard of personal hygiene and appearance

Responsibilities

Receive accommodation reservations from visitors and take the details of all arriving guests including payment information.
Provide information to guests about the procedures, policies and facilities of the hotel.
Making accommodation reservations for guests who may be relocating.
Maintain all guest reservations in accordance with credit card security requirements.
Maintain all training requirements as set forth by General Manager.
Perform routine cleaning throughout work area to include dusting, mopping, vacuuming and organizational needs, etc.
Maintain proper equipment and supply inventory for the front desk; follow hotel operations procedures and communicate with the General Manager to ensure that orders are placed for any needed equipment, repairs and supplies.
Document any necessary minor repairs and/or replacements of room furniture, fixtures, and equipment to include television sets, light fixtures, and follow through with proper department.
Respond to guest’s requests for immediate repairs.
Assist other employees in various assignments, such as collecting/delivering dirty linen to laundry, and assisting laundry or housekeeping, as needed.
Report lost-and-found items in accordance with hotel procedures.