Front Desk GSA (Weekend Mornings) Hampton Inn and Suites Brier Creek, Raleigh NC

WINWOOD HOSPITALITY GROUP•Raleigh, NC

8d•Onsite

About The Position

The Front Desk GSA provides a reliable, comfortable, accurate, and trouble-free guest experience while upholding Hampton Inn & Suites and Hilton Worldwide standards. The role delivers a warm welcome and personal attention, uses hotel systems and guest information to support guest satisfaction and product quality, and follows guest issues and requests through to resolution. The GSA builds guest loyalty through professional behavior, competent service, sincere hospitality, and adherence to the Hilton Mission Statement. The role also assists department managers and other hotel teams to create a friendly, welcoming atmosphere and superior guest service.

Requirements

A high school diploma or GED is desired but not essential.
Previous related experience in hospitality or front desk service is strongly preferred.
Comfort working in a computerized environment is essential.
Ability to work well and communicate effectively with team members and other departments.
Ability to read and write in English and perform mathematical calculations, including adding, multiplying, and calculating room rates, taxes, and percentages.
Ability to communicate courteously and effectively with hotel guests and clients, using tact and diplomacy.
Excellent verbal and telephone skills.
Ability to remain calm and organized amid multiple demands and to follow directions accurately and efficiently.
Ability to stand, walk, carry, talk, listen, and coordinate with team members; remain on one's feet for a large portion of the shift; use a computer, monitor, telephone, and hands to operate tools or controls; and lift or move packages and shipments, including approximately 20 pounds overhead.
Ability to sustain focus and attentiveness for extended periods and plan several steps ahead.
Availability to work weekends and holidays; schedule may vary from week to week.

Nice To Haves

Previous hospitality or front desk service experience.
High school diploma or GED.

Responsibilities

Complete and remain current on Hilton-mandated training and certifications.
Make accurate reservations and check guests in and out using proper procedures; record accurate guest information and verify valid payment at check-in.
Protect guest and client security and privacy, including key control, identification checks when appropriate, and phone transfer procedures.
Follow proper credit card procedures and financial controls for cash, vouchers, inventories, and receivables.
Coordinate guest pickup and drop-off with bell and driver staff, and accurately record and enter wake-up calls.
Assist guests with billing questions, meeting-room directions, information about hotel amenities and operating hours, and local attractions, shopping, restaurants, and transportation options.
Stay informed about current and upcoming meetings and functions; assist with group information entry and banquet-event billing as requested.
Assist management with daily arrivals, HHonors assignments, and amenities in accordance with operational and brand standards.
Respond to guest issues and requests through final resolution, communicating with guests and relevant teams and following up on completion.
Coordinate with Housekeeping and Engineering to fulfill guest requests promptly, offer alternatives when needed, and maintain the hotel in like-new condition.
Model exemplary guest service and contribute to a team culture of continuous improvement, cooperation, loyalty, and stability.
Maintain brand standards for operations, safety, and service; act on or report issues affecting guest or team-member safety.
Understand and execute strategies for hotel occupancy, rate, revenue, and cost goals; protect revenue by correctly executing Front Desk processes and checks and balances.
Understand competitor performance and market the hotel against competitors; make rate decisions within established parameters and consult senior team members when appropriate.
Assist in hotel areas outside the usual work area when requested during a scheduled shift.
Maintain focus, plan ahead, and keep written notes so guest requests and essential information are not lost.