Job Summary: The Guest Service Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.QualificationsEducation & Experience:College course work in related field helpful.Experience in a hotel or a related field preferred. High School diploma or equivalent required.Computer experience preferred.Physical Requirements:Flexible and long hours sometimes required.Light work -Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push) pull or otherwise move objects.Ability to stand during entire shift.Mental requirements:Must be able to convey information and ideas clearly.Must be able to evaluate and select among alternative courses of action quickly and accurately.Must routinely meet deadlines.Must be effective in handling problems in the workplace, including anticipating, preventing) identifying and solving problems as necessary.Must be effective at listening to) understanding, and clarifying the issues raised by co-workers and guests.Must be able to work with and understand financial information and data, and basic arithmetic functions.Must be able to multitask.Duties & FunctionsEssential:Approach all encounters with guests and employees in a friendly, service-oriented manner.Maintain high standards of personal appearance and grooming) which include wearing the proper uniform and nametag when working.Maintain regular attendance in compliance with AFP Management standards, as required by scheduling which will vary according to the needs of the hotel.Always comply with DoubleTree by Hilton standards and regulations to encourage safe and efficient hotel operations.Always maintain a warm and friendly demeanor.Employees must always be attentive, friendly, helpful and courteous to all guests, managers and fellow employees.Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel. Greet and welcome all guests approaching the Front Desk in accordance with DoubleTree by Hilton Brand standards.Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner.Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.Review Front Office log and Trace File daily.Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.Follow all cash handling and credit policies.Be aware of all rates, packages and special promotions as listed in the Logbook.Be familiar with all in-house groups.Be aware of closed out and restricted dates.Obtain all necessary information when taking room reservations and follow the rate-quoting scenario. Be familiar with hospitality terminology.Have knowledge of emergency procedures and assist as needed. Handle check-ins and checkouts in a friendly, efficient and courteous manner.Always use proper two-way radio etiquette when communicating with other employees.Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.Be able to complete a bucket check, room rate verification report, and housekeeping report.Balance and prepare individual paperwork for closing of shift according 10 hotel standards.Maintain and market promotions and guest programs.Marginal:Maintain a clean work area.Assist guests with safe deposit boxes.Attend meetings/training as required by management.Perform other duties as requested by management.We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
