Front Desk Agent II; Overnight

• Greets, registers, and assigns rooms to guests following established check-in/check-out procedures.
• Handles early check ins professionally and according to standards
• Completes AM and/or PM checklists as assigned by a Supervisor, Front Office Manager or MOD.
• Issues room keys and follows room key safety procedures.
• Transmits and receives telephone messages, Answers inquiries pertaining to hotel services; registration of guests, shopping, dining, entertainment, and travel directions.
• Handles all in-house guest requests for housekeeping amenities and Engineering issues through HotSoS or radio as needed.
• Follows up with all requests to ensure completion in a timely manner
• Keeps records of room availability and guests accounts
• Enrolls guests in Hhonors membership program as required by Hilton Corporation
• Follows all upsell procedures and incentive programs
• Makes reservations for in-house room extensions, walk ins, and as needed as well as confirm reservations including sending email confirmation pages.
• Maintains knowledge of various room types and rates.
• Computes bills, collects payment, and makes change for guests.
• Makes restaurant, transportation, or entertainment reservations and arranges for tours.
• Utilizes the front office computer system.
• Answer to all text messages from guests through Kipsu system
• Answer all incoming calls promptly in a friendly, courteous and professional manner in all dealings with guests, patrons and other employees.
• Welcome hotel guests with a smile in person and over the phone, an emphasis on fulfilling guest requests, and following instructions as well as Hilton and Resorts World Standards and procedures.
• Knowledge of the hotel and hotel areas.
• Provide information, recommendations and booking services for a variety of guest inquiries, including, but not limited to, directions, hours of outlet operation, hotel services, transportation and travel arrangements, tour and event tickets, restaurant reservations, and medical care
• Retrieve mail, small packages and facsimiles for guests as requested
• Arrange and confirm recreational, business and dining activities both inside and outside the hotel for guests
• Respond to special requests for services including dry cleaning, special amenities, pre-arrival amenities, etc.
• Register VIP guests, as needed
• Promote Company marketing programs and distribute printed materials, as needed
• Handle any amenities from groups at check in time
• Able to handle multi telephone lines and guests waiting in line in person.
• Able to handle guest concerns or complaints while using the HEART model and Make It Right program.
• Work closely with the bell desk staff to coordinate the efficient delivery of guest luggage and following up on guest requests.
• Distribute mail to the correct destination.
• Ensure that wake up calls are entered accurately in the system. Log wake up calls, faxes, notes, letters and mail, packages and guests requests at needed.
• Able to perform the tasks related to a telephone operator, a reservation agent, a concierge, an engineer, a security officer and a housekeeper.
• Responsible for maintaining the front office area clean, organized and stocked at all times including lobby area as needed
• Able to handle hotel emergency procedures and situations with maturity and professionalism.
• Perform tasks and projects as delegated by the Front Office Manager, Front Office Assistant Manager, Sales or Resident Manager.
• May be placed as a PBX Operator, Front Desk agent, Concierge or Bell Captain as needed
• Provide courteous, professional and friendly service at all times
• Able to solve day to day problems first hand without having to contact a supervisor/manager as trained
• Overnight Availability is required
• Other related duties.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information to resolve conflicts.
• Basic mathematical skills and considerable skill in the use and operation of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to listen effectively and comprehend the English language to understand and obtain instructions and information.
• Ability to see and hear in order to observe and detect signs of emergencies.
• Able to stand for long period of times

• High School Diploma or GED.
• Six months to one-year minimum front desk experience at any hotel brand required.
• Able to train new staff member
• Must be able to communicate clearly with guests, customers, supervisors and fellow employees.
• Must be able to calculate figures and amounts and apply basic addition,…