Front Desk AM and PM Flexibility (Embassy Suites Brier Creek)

Position Summary

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodation, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.

Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all!

The critical function of any hotel is to provide a reliable, comfortable, accurate, trouble-free experience in sleeping accommodations. The GSA must understand how the standards of our hotel, Embassy Suites and Hilton Worldwide, dictate the level of pre-planning, warm welcome and personal attention that must be delivered to each of our guests.

The GSA must know how to fully utilize the OnQ system, HHonors database, Guest Dossier, Group Resumé, Logbook information and pre-shift hand-off to ensure that high levels of guest satisfaction (SALT) and product quality standards (QA) are met. The GSA will need to respond to any guest issues or requests all the way to the final resolution of the issue, using all avenues of communication.

The GSA will build guest loyalty for the hotel and Embassy and Hilton Worldwide brand by demonstrating professional behavior, competent service skills, sincere hospitality, and adhering to the Embassy and Hilton Worldwide Mission Statement.

The GSA will assist department managers in all areas of the hotel, in accordance with brand standards, to achieve a friendly, welcoming atmosphere of superior guest service; demonstrate exemplary performance, punctuality, and teamwork.

ESSENTIAL JOB FUNCTIONS

• Complete and stay current on all Embassy and Hilton Worldwide mandated training and certifications
• Accurately make reservations for guests staying with hotel.
• Always protect the security and privacy of guests and clients (key control, checking ID when appropriate, phone transfer procedures) Follow proper credit card procedures.
• Check guests into the hotel following the proper steps of check-in, ensuring that accurate guest information is recorded; verify a valid form of payment at check-in.
• Check guests out of the hotel, following proper steps and providing a fond farewell.
• Communicate with bell/driver staff to ensure the timely pick up and drop off of guests.
• Accurately record information for wakeup calls to guest rooms on log sheet; accurately input information into PBX phone console for wakeup calls.
• Assist guests with billing inquiries.
• Assist and direct guests to meeting rooms. Stay informed and up to date on current meetings in house as well as upcoming meetings and functions.
• Is knowledgeable of the surrounding area attractions and shopping/restaurant options.
• Assist guests with questions regarding the location of the different hotel amenities and hours of operation such as swimming pool, fitness center, business center and the like.
• In accordance with operational standards, assist management with the day-to-day arrivals – HHonors assignments and amenities in a manner that exceeds guest expectations and hotel & brand standards.
• Exceed guest expectations by personal example for other Guest Services staff, as measured by direct guest feedback, SALT, TripAdvisor and other on-line review sites
• Contribute to a team culture that fosters continuous improvement, mutual cooperation, loyalty & stability, superior service to guests and team alike.
• Ensure that brand standards of operations, safety, and services are always maintained. Understand and execute strategies to achieve hotel goals and benchmarks for occupancy, rate, revenue, and cost objectives.
• Ensure that all processes at the Front Desk are executed correctly so that revenues are protected, checks & balances in place. Regularly follows financial control procedures for cash, vouchers, inventories, and receivables.
• Assist with group information entry as requested by Sales Team; post billing for banquet events as needed.
• Coordinate effectively with Housekeeping to fulfill all guest requests in a timely manner, follow up to insure completion, offer alternatives where we are unable to meet exact requests.
• Coordinate with Engineering Teams for responsiveness to guest needs and to maintain all aspects of the hotel in a “like new” condition.

ADDITIONAL RESPONSIBILITIES

Our hotel’s primary goal is to provide hospitality and exceed guest expectations for levels of service, quality, consistency and attention to detail – all team members are evaluated against this standard. Be aware of, act on and/or report any issue that affects the safety of guest or team member.

A hotel operates 365 days a year, 24 hours a day. During your scheduled shift, you may be asked to assist in areas of the hotel outside of your typical work areas.

Knows why competitors are successful in our market and directly markets/sells against him or her. Understand the parameters within which to make rate decisions based on occupancy levels, and when to consult with senior team members.

EDUCATION AND EXPERIENCE

• High School diploma or general education degree (GED) is desired, but not essential.
• Previous related experience – hospitality, front desk service - strongly preferred.
• Comfort in a computerized environment is essential.

KNOWLEDGE, SKILLS, ABILITIES

• Work well and communicate effectively with other team members and departments
• Ability to read and write in English, perform mathematical computations such as adding, multiplying, calculating room rates, taxes, percentages.
• Effectively communicate with hotel guests and clients, utilizing courtesy, tact and diplomacy.
• Excellent verbal and telephone skills
• Ability to remain calm and organized in times of multiple demands
• Follow directions accurately and efficiently.

PHYSICAL/MENTAL DEMANDS

• While performing the duties of this job, the employee may be required to stand, walk, carry, talk, listen and coordinate with other team members. The employee may be required to be on his / her feet for a large portion of the day / shift. Duties require that the employee work with a computer, monitor and telephone; use hands to manipulate tools or controls; be able to lift and / or move objects including packages and shipments; must be able to lift approximately 20 pounds overhead.
• Must be able to sustain focus and attentiveness for extended periods of time.
• Must be able to plan several steps ahead, always being ready to move on to the next task within each shift; keep written notes so that we do not lose any request or essential information.

Physical and Mental Demands and the Environmental Factors

Occasional (1 – 33% of the time)

Frequent (34 – 66% of the time)

Constant (67 – 100% of the time)

F_ Requires bending or twisting

O_ Requires walking and running

O_ Requires kneeling, crouching, stooping or crawling

F_ Requires repetitive movement

C_ Requires standing

C_ Requires using hands to handle, control, or feel objects, tools or controls

O_ Requires working outside in all types of weather conditions O_ Subject to cuts, burns, and bruises

WORKING CONDITIONS

• Front Desk, Guest facing, public area environment
• A flexible schedule can vary from week to week; must be available to work on weekends and holidays.