Front Desk Agent - West Sacramento, United States - Hampton Inn and Suites by Hilton West Sacramento

Description

Title:

Front Desk Team Member Division:
Hotel Operations

Supervised by:
AGM or

Front Desk Lead Department:
Front Desk


Supervises:
N/A FLSA Status: Non-exempt


Job Summary

The Front Desk Team Member ensures that hotel guests receive hospitable and responsive service at check-in, during the stay, and upon departure, ensuring guest satisfaction and loyalty.

The Team Member handles financial transactions accurately and maintains required systems and records.


Essential Functions, Duties, Responsibilities to be performed with or without

accommodation

• Executes guest reservation, checkin, checkout, payment and service procedures as outlined in brand training materials and in compliance with brand quality assurance standards
• Is proficient in administration of applicable property management system
• Ensures guests' requests are met to the extent possible within the hotel's operating framework. Ensures guest complaints within Team Member's control are promptly addressed
• Complies with uniform, identification, dress and grooming standards
• Maintains a friendly and hospitable attitude with guests and coworkers
• Maintains presence at desk during all hours of operation and communicates effectively with individuals inside and outside the facility
• Acquires and maintains knowledge of local attractions and amenities in order to provide service to guests needing such information
• Ensures front desk and office (including files) are maintained in clean and organized manner
• Ensures collections, including credit card and direct bill, are executed in accordance with Company policies
• Ensures reservations are accepted according to Company and brand policies
• Quotes daily rates properly and issues credits in accordance with Company philosophy, using good judgment
• Maintains proper control over keys, safe deposits, and all Company and guest property and confidential information
• Ensures rates are optimized by monitoring competitor occupancy and rates.
• Ensures that occupancy is maximized
• Ensures that all required documentation (daily reports, checklists, etc.) are completed in a timely manner
• Responds quickly and appropriately to emergency situations

1


Skill, Experience, and Competency Requirements

• Experience in accurate cash handling and credit cards
• Experience in maintaining security of confidential information, including guest registration and credit card information
• Ability to pass certification tests required to meet brand standards
• Experience working with a computer, including data entry
• Ability to work well with others
• Customer Focus, including experience in anticipating guest needs and responding pleasantly and professionally in a variety of settings and situations
• Listening skills to ensure accurate understanding of guest wishes
• Composure to work effectively under pressure and to address and resolve guest problems or concerns
• Approachability to encourage effective communication with guests and fellow team members

Physical and Mental Requirements

• Ability to stand for long periods of time
• Ability to lift up to 35 pounds
• Ability to communicate with guests and other team members, including reading, writing and speaking, in person and by telephone
• Ability to enter information into computer systems using keyboard

Additional Requirements
Schedule with varying days and hours of work

Other duties as assigned by supervision

By signature below, supervisor acknowledges review of Job Description responsibilities and requirements with team member.


Supervisor Signature:

Date:
By signature below, I acknowledge that I have reviewed and that I understand the

Job Description and that it may be modified at any time.

I confirm that I am responsible for understanding any changes to all or part of this job description, and that I am able to perform the duties of the job, with or without accommodation.

Team Member Signature:

Date:
2


Job Demands and Conditions Analysis
- _Front Desk Team Member_

O = Occasional, less than 1 time per week F = Frequent, from 1/3 to 2/3rds of the time
S = Some, less than 1/3 of the time C = Consistent, more than 2/3rds of the time
Blank = not required

PHYSICAL O S F C ENVIRONMENTAL O S F C

REQUIREMENTS REQUIREMENTS
Sitting Work alone X

Standing X Work with others X

Walking X Customer contact X

Lifting X Temperature extremes

Carrying X Noise

Pushing X Work in confined area

Pulling X High places

Bending X Work outdoors

Twisting Work indoors X

Climbing Work extended hours

Kneeling Mechanical hazards

Crouching/Stooping Electrical hazards

Reaching X Explosive Materials

Working with hands/fingers X Fumes

Talking X Odors

Hearing X Dust

Seeing X Travel

Speaking X Other

Learning X

Reading X

Concentrating X

Thinking X


EQUIPMENT HAZARDOUS

OPERATION SUBSTANCES
Driving cars/vans Work with solvents

Using keyboard & mouse X Work with chemicals

Operating hand tools Work with acids/corrosives

Operating power hand