Front Desk

WINWOOD HOSPITALITY GROUP•Lumberton, NC

17h•Onsite

About The Position

Hilton is a leading global hospitality company, providing accommodations from luxurious full-service hotels to extended-stay suites and mid-priced hotels for nearly a century. The company is dedicated to delivering exceptional guest experiences across its global brands, guided by its vision "to fill the earth with the light and warmth of hospitality." The Guest Service Agent (GSA) plays a critical role in ensuring a reliable, comfortable, accurate, and trouble-free experience for guests in sleeping accommodations. The GSA must adhere to the standards of Home2 Suites/TRU by Hilton and Hilton Worldwide, utilizing systems like PEP, HHonors database, Guest Dossier, Group Resumé, and Logbook information to achieve high levels of guest satisfaction (QUALTRICS) and product quality (QA). This role involves responding to guest issues and requests through to final resolution, building guest loyalty through professional behavior, competent service skills, sincere hospitality, and embodying the Hampton Inn Mission Statement. The GSA/Night Auditor also assists department managers in maintaining a friendly, welcoming atmosphere of superior guest service, demonstrating exemplary performance, punctuality, and teamwork in accordance with brand standards.

Requirements

High School diploma or general education degree (GED) is desired, but not essential.
Comfort in a computerized environment is essential.
Work well and communicate effectively with other team members and departments
Read and write in English, perform mathematical computations such as adding, multiplying, calculating room rates, taxes, percentages.
Effectively communicate with hotel guests and clients, utilizing courtesy, tact and diplomacy.
Excellent verbal and telephone skills
Ability to remain calm and organized in times of multiple demands
Follow directions accurately and efficiently.

Nice To Haves

Previous related experience – hospitality, front desk service - strongly preferred.

Responsibilities

Complete and stay current on all Home2 Suites/TRU by Hilton and Hilton Worldwide mandated training and certifications
Accurately make reservations for guests staying with hotel.
Protect the security and privacy of guests and clients at all times (key control, checking ID when appropriate, phone transfer procedures, etc.) Follow proper credit card procedures.
Check guests into the hotel following the proper steps of check-in, ensuring that accurate guest information is recorded; verify a valid form of payment at check-in.
Check guests out of the hotel, following proper steps and providing a fond farewell.
Communicate with bell/driver staff to ensure the timely pick-up and drop off of guests.
Accurately record information for wakeup calls to guest rooms on log sheet; accurately input information into PBX phone console for wakeup calls.
Assist guests with billing inquiries.
Assist and direct guests to meeting rooms. Stay informed and up to date on current meetings in house as well as upcoming meetings and functions.
Is knowledgeable of the surrounding area attractions and shopping/restaurant options.
Assist guests with questions regarding the location of the different hotel amenities and hours of operation such as swimming pool, fitness center, business center and the like.
In accordance with operational standards, assist management with the day-to-day arrivals – HHonors assignments and amenities in a manner that exceeds guest expectations and hotel & brand standards.
Exceed guest expectations by personal example for other Guest Services staff, as measured by direct guest feedback, SALT, TripAdvisor and other on-line review sites
Contribute to a team culture that fosters continuous improvement, mutual cooperation, loyalty & stability, superior service to guests and team alike.
Ensure that brand standards of operations, safety, services are maintained at all times. Understand and execute strategies to achieve hotel goals and benchmarks for occupancy, rate, revenue and cost objectives.
Ensure that all processes at Front Desk are executed correctly so that revenues are protected, checks & balances in place. Regularly follows financial control procedures for cash, vouchers, inventories and receivables.
Assist with group information entry as requested by Sales Team; post billing for banquet events as needed.
Coordinate effectively with Housekeeping to fulfill all guest requests in a timely manner, follow up to ensure completion, offer alternatives where we are unable to meet exact requests.
Coordinate with Engineering Teams for responsiveness to guest needs and to maintain all aspects of the hotel in a “like new” condition.
Be aware of, act on and/or report any issue that affects the safety of guest or team member.
Assist in areas of the hotel outside of typical work areas during scheduled shifts.
Know why competitors are successful in our market and directly market/sell against them.
Understand the parameters within which to make rate decisions based on occupancy levels, and when to consult with senior team members.