Primary mission:

Open availability seven days a week.

Must be available for the combination of AM shift, PM shift, Night shift and Mid shift.

Prefer PEP Hilton system.

Responsible for greeting and registering guests, providing excellent guest service, and settling the guest?s account upon completion of their stay. The Front Desk Agent normally works a regular front desk shift but may be asked and assigned another shift due to work needs.

Responsibilities:

• Main responsibilities include registering guests, making and modifying reservations, but may be required to assist with hotel operator and/or concierge duties.
• Possesses knowledge of all hotel features, services, hours of operation, room numbers and types, room layout, decor, room rates, packages/promotions, daily house count and room availability status with expected arrivals and departures, scheduled in-house activities and their locations and times.
• Pre-register, block reservations and take same day reservations, when necessary, cancel room reservation according to cancellation guidelines.
• Process guest check-ins by confirming reservations and review all noted information. Guest(s) without reservations can be sold an agreed upon room type. Register guest in OnQ PMS, verify registrations with guest; obtain information for credit/payment, collect cash if designated; assign guest room; and advise guest of any messages, mail, faxes, etc. received for them.
• Communicate services and amenities of the hotel to guests.
• Maintain guest history files.
• Set-up accurate accounts for each guest in accordance to their requirements, i.e. separate room/tax/incidentals, comp.
• Maintain, monitor and balance room availability for any given day.
• File registration cards and vouchers by room number.
• Handle VIP and upgraded accommodations
• Assist and process overbooked or walked? guests.
• Assist and provide room change accommodations.
• Documents all guest requests, complaints, or problems.
• Resolve guest complaints to ensure guest satisfaction.
• Maintain organized and clean work area with necessary supplies.
• Responsible for assigned bank and ensure accuracy of contracted monies; keep bank secure at all times.
• Meet with FOM/Supervisor daily to review assignments and priorities.
• Communicate with prior shift's Front Desk Agent to review all follow-up items.
• Answer department telephone within 3 rings, correct greeting, and proper etiquette.
• Take and relay messages accurately, completely, and promptly.

Prior Experience:

· 1+ Previous Front Desk experience of employment in a related position with Hilton or other companies in hotels.

• Must have basic Excel, PowerPoint, Word; PC knowledge, minimum typing speed of 50wpm, ability to write and communicate professionally, bi-lingual fluency a plus; Must be hospitality oriented and possess the ability to work under pressure. Should possess the ability to complete multiple tasks simultaneously.

Education:

· High School diploma or GED required; college degree preferred.

Requirement:

· Must be able to work weekends and holidays, morning, evening and night shifts.

· Able to sustain composure, remain calm, and possess a positive attitude.

· Must be service oriented, energetic and outgoing with excellent customer service skills.

· Must be able to follow directions with focus to detail, speed, and accuracy.

· Must be a team player with the ability to work under minimal supervision.

· Must be able to multi-task in a fast-paced work environment.

· Must possess excellent interpersonal and organizational skills.

· Must have basic knowledge or arithmetic.

· Must have the ability to input data and access information on the computer.

· Must have working knowledge of Microsoft Office and previous experience with a hotel management system; PEP preferred.

· Must be able to exercise confidentiality and discretion.

Other Expectations:

• Abide by payroll policies, procedures and rules of conduct as stated in t