Front Desk Clerk

Title:

Guest Service Agent

Job Description:

Ensures hotel guest satisfaction and revenues are optimized through check-in, check-out and attentive coordination of hotel services for the guest

Typical Work Conditions:

Located in the Lobby of the Hotel

Equipment Used:

Computer, key machine, printer, luggage cart, telephone, fax, copier, phone console

Knowledge/Training:

• Fluent English, read and write necessary
• 2^nd language helpful
• Customer service experience helpful
• Previous front desk experience helpful
• Brand experience helpful

Essential Tasks:

• Registers guests in and out of the hotel in a prompt, courteous and timely manner
• Upsells hotel rooms according to standard
• Prepares for group check in/out and responds to hotel service requests
• Processes customer payments according to established policies and procedures
• Responsible for balancing drawer at end of shift
• Handles all incoming phone calls
• Notifies supervisor of incidents that affect normal business operations or guest services
• Book guest reservations
• Selling and upselling rooms to “walk-in” customers
• Maintaining daily logs
• Balancing shift work and cash drawers
• Listening for or anticipating and responding to guest complaints.
• Use established greeting when answering the phone or meeting guests in person
• Promote, answer questions about, and enroll in Hilton’s Honors program
• Handle guest complaints and pass on to Manager or Supervisor if you unable to handle it.
• Review Front Office logbook daily to monitor all activities
• Maintaining updated information on room availability, reservations and guest messages through KIPSU
• Review SALT, Trip Advisor, for Alerts, and either respond, or reach out to next Manager or Supervisor who comes on shift.
• Review CRM report for all guest requests