Job details

Front Desk Agent

“Always deliver what is promised, and always execute what is committed” is what we adhere to! Come join our team where we are committed to providing rewarding opportunities for our associates, the development of exceptional hotels, and delivering the ultimate guest experience. We are currently seeking team members who enjoy engaging with the public while providing a positive guest experience. Our mission is: “To be the first choice of both our guests and team members.”

We are currently recruiting for a Front Desk Agent to join our team!

Guest Service / Front Desk Agent responsibilities include completing all activities listed in Front Desk checklist, performing various marketing duties (upselling) to generate additional revenue, providing optimum service and satisfaction to hotel/restaurant guests and visitors; showing individual performance effectiveness, and following proper security & liability measures to protect the assets of the hotel and the Company.

ESSENTIAL FUNCTIONS:

Maintain professional dress and conduct at all times.
Greet guests immediately with a friendly, sincere welcome. Maintain eye contact with guest. Use a positive, clear speaking voice, listen to guest requests and respond with appropriate action.  Follow Brand standards including brand loyalty programs.
Provide information about our hotel, available rooms, rates and amenities
Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible.
Promptly complete registration process, input and retrieve information from computer, confirm pertinent information including number of guests, method of payment and length of stay, select guest room based upon guest needs/request, nonverbal confirmation of room number and rate. Close out guest accounts at time of check out.
Inform customers about payment methods and verify that I.D. and payments method match
Verify credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance assigned cash bank. Accept and record vouchers, and other forms of payment. Process payments per established procedures.
Maintain cash bank per policy guidelines. Comply with all accounting procedures.
Consistently adhere to uniform, grooming and appearance standards.
Maintain effective communication with all hotel departments. Stay aware of issues relating to hotel operations. Apprise management of any concerns or suggestions
Communicate with hotel housekeeping staff to ensure all rooms are available to check into by check-in time in addition to all departures being gone by check-out time
Confirm group reservations and arrange personalized experiences for guests and event attendees such as wedding guests etc.
Maintain knowledge of standards and company policies
Understanding of how travel planning websites operate, like Booking and TripAdvisor
Adhere to safety, security and emergency procedures, react appropriately during emergency situations, and act promptly to correct hazards. Adhere to security procedures on the handling of guest room keys, the protection of guest related information and conduct weekly inventory of guest room keys.
Understand and operate front office telephone and computer systems.
Promptly answer the telephone using positive, pleasant tone of voice and following the established verbiage.
Respond to guest complaints in a timely and professional manner. Apprise management of all guest complaints/problems; including those that have been resolved.
Must be able to work flexible work hours/schedule.
Performs other duties and responsibilities as requested.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES:

Previous experience as a hotel Front Desk Agent preferred
Must have excellent communication and organizational skills
Must have the ability to understand, read, write and speak English and communicate with guests and Team Members of other departments
Must be familiar with a computer and be able to type using a computer keyboard
Must be familiar with operation of office equipment such as: copier, printer, facsimile machine, telephone etc.
Ability to apply commonsense understanding to carry out instructions given
Ability to comply in standardized situations with only occasional or no variables
Ability to work flexible shifts
Must have excellent customer service skills
Must be able to work without constant supervision

PHYSICAL DEMANDS:

While performing the duties of this job, the employee will be required to stand for long periods of time; using arms, hands and legs repetitively; handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee frequently is required to walk, climb or balance, talk and hear.
May be required to regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.
Must be capable of effectively using close vision, distance vision, and color vision.
Able to operate in mentally and physically stressful situations

QUALIFICATION STANDARDS:

High school education or equivalent is required. Some college preferred.
Preferred six (6) months related experience in hotels or customer service training
Must be able to work in team environment

EEO Employer

Hampton Inn by Hilton Glassdoor Company Review

3.5

Hampton Inn by Hilton DE&I Review

No rating

CEO of Hampton Inn by Hilton

Christopher J. Nassetta

Approve of CEO

By Hampton Inn by Hilton

Hampton by Hilton is about celebration and diversity – embracing local culture and giving guests a true experience during their stay. Guests experience service backed by an unconditional satisfaction promise, the 100% Hampton Guarantee. Plus enjoy...

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INDUSTRY

Hotels & Resorts

TEAM SIZE

10000+

LOCATION

Hybrid, based in Memphis, TN

DATE POSTED

July 20, 2023