Front Desk Agent

$18 - $20

Summary
A Guest Service Agent with Hampton Inn is responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability while utilizing the highest possible level of service; thus, ensuring we are providing a welcoming and accommodating environment. As GSA you will be responsible for the check in and check out process of hotel guests in a courteous, professional and timely manner. Responsible for handling incoming and outgoing phone calls; responding to guest requests; learn and disseminate basic hotel information; be knowledgeable of procedures and techniques necessary for the smooth operation of the department.

Qualifications
To perform thejob successfully, an individual must be able to adhere to each of the essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill and ability necessary to do so. Reasonable accommodations maybe made to ensure individuals with disabilities are able to perform the essential functions.

Essential Duties and Responsibilities

• Knowledgeable in PEP is a plus.
• Greet guests and complete the check in and check out process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate,selection of rooms, coding electronic keys, promoting marketing programs.
• Respond to emergencies and document and relay comprehensive, accurate information to proper parties in emergency situations.
• Accept and deliver all messages promptly and accurately, utilizing proper grammar and spelling.
• Operate office equipment including, but not limited to, computers, PBX system, fax machine, e-mail, etc.
• Complete courtesy calls within 20 minutes of guest check in.
• Complete PBX checklists.
• Ensure to sell and identify potential future business upon check in.
• 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.
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.
• Ensure that guests' names areused throughout your interaction with them.
• Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction, as needed.
• Receive, input, retrieve andrelay messages to guests, as needed and ensure that guests' needs and requests are met.
• Require to cover the night audit.
• Ensure to follow through on all issues and discrepancies as pertaining to Guest Services.
• Complete daily shift checklists.
• Conduct daily bucket checks.
• Complete and print all required daily reports, records & logs as necessary.
• Provide housekeeping with a list of "due outs."
• On time and at work when scheduled and in proper uniform.
• Prompt guests to fill out the Satisfaction and Loyalty Tracking (SALT) and Tripadvisor survey upon check in and/or check out.
• Deposit guests' valuables in hotel safe deposit box.
• Consistent professional and positive attitude and actions when communicating with guests and associates.
• If necessary, walk guests in a professional and courteous manner and in compliance with policies, procedures and brand stands.
• Answer and transfer calls in accordance with hotel standards.
• Restock & organize all work areas as necessary.
• Attend all mandatory meetings and hotel functions.
• Comply with all company standards and policies, as established in the employee handbook.
• Other duties as assigned.

(Ref: 763)