Front Desk Agent Job at DoubleTree by Hilton Orlando at SeaWorld (Washington)

Job Description

Front Desk Agents are responsible for the guest registration process and communication of hotel services and promotions. This highly visible role gives an opportunity for casual conversation and has a direct impact on creating the guest experience. Other duties may include processing forms of payment and responding to guest inquiries. You'll be the face, eyes and ears of the VEN and is often the first guest interaction touch point. as a Front Desk Agent.

Job Responsibility

Greet customers immediately with a friendly and sincere welcome
Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate
Promote Crescent and brand marketing programs
Make appropriate selection of rooms based on guest needs
Code electronic keys
Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate
Verify and imprint credit cards for authorization using electronic acceptance methods
Handle cash, make change and balance an assigned house bank
Accept and record vouchers, traveler’s checks, and other forms of payment
Convert foreign currency at current posted rates
Post charges to guest rooms and house accounts using the computer
Promptly answer the telephone using positive and clear communication
Input messages into the computer
Retrieve messages and communicate the content to the guest
Retrieve mail, small packages and facsimiles for customers as requested
Close guest accounts at time of check out and ascertain satisfaction
Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results
Comply with attendance rules and be available to work on a regular basis
Perform any other job-related duties as assigned

Requirements

Willing to work on shifts varies between the hours of 7am – 11pm every day of the year, including holidays
Prior customer service and hospitality experience
Must have the 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 and resolve conflicts
Ability to stand and move throughout front office and continuously perform essential job functions
Ability to access and accurately input information using a moderately complex computer system
Ability to observe and detect signs of emergency situations
Ability to establish and maintain effective working relationships with associates, customers and patrons

Nice to have

Knowledge of LightSpeed and GXP is a PLUS
Marriott experience preferred, but not required

What we offer

health and wellness programs
top-notch learning and development opportunities
travel discounts

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