Hotel Front Desk Associate

Sree Hotels • Durham, NC

13d

About The Position

The Hilton Garden Inn Raleigh-Durham/RTP is currently hiring for part-time Front Desk Associates to serve as our guests’ first point of contact and manage all aspects of their accommodation. The persons hired for these positions will need flexibility to work 7am-3pm or 3pm-11pm; weekday and weekend availability is required.

Position Summary: 

As a Front Desk Associate, you will play a vital role in ensuring an exceptional and memorable experience for guests. Front Desk Associates are the face of the hotel and therefore must have excellent customer service skills, attention to detail, and a positive and cheerful personality. Whether you are providing information about the local area or ensuring their needs are met during their stay, your dedication to customer service will be instrumental in exceeding guest expectations.

Requirements

• 1 year experience working as a hotel front desk agent required
• Competent computer skills including knowledge of Microsoft Word and Excel
• Organization skills and attention to detail
• Friendly and customer service oriented
• Good interpersonal and problem-solving skills
• Ability to work weekends is required

Nice To Haves

• Experience using hotel reservation system such as Lightspeed, FOSSE or OnQ is a plus.

Responsibilities

• Greet guests at check-in with a smile and warm welcome, and complete the registration process, according to brand and company standards, by entering and retrieving information from system, confirming guest information and identity, referring to guest by name, confirming room rate and type, assigning room, coding electronic keys, acknowledging loyalty status, promoting marketing programs, providing welcome information, and ensuring guest knows location of room and elevator 
• Greet guests at check-out with a smile and warm greeting and complete the check-out process, according to brand and company standards, including referring to guest by name, confirming room rate and other charges (e.g. market and dining purchases, parking, etc.) are accurate and accounted for in the system, confirming payment method, update if needed, processing payment, and printing or emailing folio (confirm email, if applicable). Document guest’s preferences, to ensure the best possible experience for future stays, by updating guest’s profile.  
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
• Use up-selling techniques to promote hotel services, facilities and benefits of loyalty program
• Follow acceptable phone etiquette by answering phone promptly, using a polite professional greeting and offering assistance   
• Respond to guest inquiries and requests promptly, and in a friendly and efficient manner.
• Use attentive/active listening skills when fielding guest complaints. Apologize, empathize and take prompt action to resolve complaint. Escalate to a manager, if necessary.  
• Complete designated start and end-of-shift tasks and reports
• Inform customers about payment methods and verify their credit card data

What This Job Offers

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