Front Desk Agent

About the job

A Front Desk Agent provides reception services for guests to contribute to an overall exceptional experience from check-in through check-out and completes audits, as required.

What will I be doing?

As a Front Desk Agent, you will provide reception services for guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. A Front Desk Agent contributes to the first and last impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Achieve positive outcomes from Guest queries in a timely and efficient manner
• Ensure an efficient reception experience for Guests, including check-in/out, and complete audit procedures, as required
• Ensure that both the Managers and Supervisors are kept fully aware of any relevant feedback from guests and/or other departments
• Demonstrate a high level of customer service at all times
• Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts
• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
• Maximize room occupancy and use upselling techniques to promote hotel services and facilities
• Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front-of-house equipment and property management systems
• Follow company brand standards
• Assist other departments, as necessary

What are we looking for?

Front desk agents serving Hilton brands are always working on behalf of our guests and working with other team members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

• Previous experience in a customer-focused industry
• Completed high school certificate or equivalent
• Positive attitude and good communication skills
• Commitment to delivering a high level of customer service
• Excellent grooming standards
• Ability to work on your own and as part of a team
• Competent level of IT proficiency

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience at Hilton Hotels and OnQ PMS knowledge 
• Previous experience in cash handling

What will it be like to work for Hilton?

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 accommodations, 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!

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