Front Desk Agent - Hampton by Hilton

BASIC PURPOSE: Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous and professional manner to achieve maximum

customer satisfaction while complying with all SOPs and LSOPs.

ESSENTIAL FUNCTIONS:

1. Handle guest registration and room assignments, accommodating special requests whenever possible. (10%)

2. Pre-register, block reservations and take same day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies. (10%)

3. Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner. (50%)

4. Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc. (15%)

5. Cancel room reservations according to procedure. (5%)

6. Treat customers in a professional and courteous manner according to procedures. (5%)

Non- Essential Functions:

1. Inventory guest room keys according to policy and request re-keying as necessary.

2. Verify registration cards against computer to ensure accuracy of name, type of payment, rate, and market segment.

3. All other duties as assigned by FOM, AGM, GM or District Manager

Job Specifications (Knowledge/Skills):

Education: High School education or equivalent experience.

Experience: Experience required by position is from three months to one full year of employment in a related position with this Company or other organizations.

Skills and Abilities: Requires a working knowledge of the Front Desk responsibilities and a general knowledge of the hotel. Working knowledge is generally learned on-the-job.

No. of employees supervised: None

Travel required: None

Hours Required: 8 hour shift; Scheduled days and times may vary based upon

Business demands (including holidays and weekends).

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