Front Desk Agent - Hilton Tucson El Conquistador

Scope:

Ensures guest satisfaction and revenue optimization through check in, check out and attentive coordination of hotel services for the guest.

Ø  Registers guests into the hotel in a prompt and courteous manner using up selling techniques to maximize room rates; prepares for group check in and out and VIP arrivals; becomes informed of events/ functions in the hotel during the shift.

Ø  Checks guests out of the hotel; processes customer payments according to established policies and procedures.

Ø  Responds to guest requests promptly; promotes hotel services, facilities and outlets; provides guests with information such as local attractions and directions to increase satisfaction.

Ø  Cross trained to perform Night Audit duties.

Ø  Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.

Ø  Books guest reservations or coordinates with reservation center.

Ø  Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier’s report, prepares deposit and counts cashier bank.

Ø  Issues, controls and releases guest safe-deposit boxes.

Ø  Performs telephone operator duties to answer guest calls, dispatch shuttle, record guest calls in guest call log, dispatch calls to appropriate staff respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken.  Follows up to ensure guest satisfaction.

Ø  Provides a professional image at all times through appearance and dress.

Ø  Follows company policies and procedures.

Note: Other duties assigned by supervisor or management

            Interpersonal skills     

            Computer skills

            Typing

  Will be required to work nights, weekends and holidays.

  Will be required to work in fast paced environment.

  May be asked to work overtime.