Hotel Front Desk Associate
About The Position
The Hampton Inn and Homewood Suites by Hilton, located in Downtown Cincinnati, is hiring for full-time and 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 work 3pm-11pm; weekday and weekend availability is required. 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 PEP 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
Benefits
- Daily pay! Access up to 50% of your earned wages after every shift.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
