Front Desk Agent

TITLE: Front Desk Agent

DEPARTMENT: Front Office

REPORTS TO: Front Desk Assistant Manager

JOB SUMMARY

• Attend to guests’ needs, including, but not limited to, registration, checkout and cashiering.
• Greet and welcome guests upon arrival.
• Register guests into the computer, verifying reservation, address, and credit information.
• Promote the Hotel’s Reward Program and provide recognition and benefits to all present members.
• Accept payment for guests’ accounts both at the time of registration and at checkout.
• Maintain a house bank and make a deposit and accurate report of receipts daily.
• Issue key to and control entrance of safety deposit boxes.
• Post miscellaneous charges as requested.
• Arrive at workplace on time in full uniform prepared with tools and all equipment needed for service.
• Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.
• Review the daily room availability and inform staff.
• Check status of departures on a daily basis.
• Relay all pertinent information to front desk agents, telecommunications, the following shift supervisor, and the Front Office Manager.
• Ensure all necessary reports and forms are completed daily.
• Assist concierge in handling mail and facsimiles and providing guest with information regarding hotel facilities and local attractions.
• Book reservations for those guests who approach the Front Desk.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Extensive knowledge of the hotel, its services and facilities.
• Must have excellent customer relations skills and leadership capability.
• Must be detail oriented with outstanding organizational and communication skills.
• Must have excellent leadership capability and customer relations skills.

PHYSICAL DEMANDS

• Must be able to stand and exert well-paced ability for up to 4 hours in length.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to exert well-paced ability in limited space.
• Must be able to lift up to 15 lbs. occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
• Ability to spend extended lengths of time viewing a computer screen.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual finger dexterity to be able to use and operate all necessary equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.
• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.

Requirements

• Must have reliable transportation to and from work
• Must report to work on time
• Must be present and able to work all shifts on-site
• Must have open availability Monday-Sunday and be able to work the necessary hours and schedule to meet the operational needs of the business
• Must be at least 18 years old
• Must be currently eligible to work in the United States of America and able to present required work authorization documents as required to complete the Form I-9 on the first day of employment.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel.

KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

AVAILABILITY

Double Tree Bloomington Minneapolis South operates seven days a week, 24 hours a day. At times it may be necessary to move you from your accustomed work day, to include Holidays, or time of work if business or task assignments demand.

In addition, it should be understood that business needs determine the amount of hours per week that you will work and that hours may fluctuate each week based on the needs of a 24/7 operation, including days, nights, overnights, weekends, and holidays.

BENEFITS & PERKS

• Employer-sponsored health insurance
• Dental & Vision
• 401(k) Retirement Plan
• Paid Time Off (PTO)
• Paid Holidays
• Employee Referral Bonus
• Go Hilton Team Member Travel Program

DISCLAIMER

This job summary is for a position at a hotel that is owned and operated by an independent franchisee. The franchisee controls all aspects of the hotel’s employment practices, including recruiting, hiring, salary, benefits and compensation decisions, and the collection and processing of the personal data that you provide on this website.

If you accept an offer of employment for this position, you will be employed by a franchisee and not by Hilton. You will not be eligible for compensation or benefits from Hilton. You will be eligible for compensation or benefits only as may be provided to you by the independent franchisee.