Front Desk Agent/Night Auditor

About the Role

The Embassy Suites by Hilton Denver Downtown and Convention Center is seeking a Front Desk Agent/Night Auditor. This role offers an opportunity to test hospitality skills in a fast-paced environment and make an impact on overall hotel operations.

Key Responsibilities

• Respond to arriving, departing, and in-house guests in a professional and courteous manner, providing accurate and timely information and services.
• Respond to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns.
• Greet and complete check-in procedures for arriving guests using manual and computerized methods.
• Facilitate guest departure (check-out) by following established manual and computer procedures.
• Calculate and post monies, receipts, guest accounts, and other forms of credit using accurate cash handling methods.
• Answer inquiries and accept reservations via phone and in person, using suggestive selling techniques.
• Maintain good customer relations by staying informed about in-house and area functions.
• Operate the PBX equipment, including accepting incoming calls, assisting outgoing calls, scheduling wake-up calls, and paging guests.
• Control cash transactions at the front desk and maintain responsibility for personal bank.
• Maintain a friendly, cheerful, and courteous demeanor at all times.

Requirements & Tech Stack

• High school diploma or equivalent.
• High school graduate level mathematical aptitude.
• Knowledge of standard cash handling procedures.
• Knowledge of computerized cash register systems.
• Past experience in dealing directly with the public.
• General knowledge of basic customer service skills.
• Fluent in oral and written English.
• Ability to use tact and understanding when dealing with customer service problems, including stressful situations.
• Highly organized.
• Ability to pay attention to minute written and verbal details.
• Ability to perform multiple tasks.

Physical Demands

• Ability to read written communiques and monochrome computer screens.
• Ability to operate computer, calculator, and telephone keyboards.
• Ability to understand and follow verbal/written instructions.
• 90% of shift is standing.
• Bending/kneeling required while filing.
• Mobility to reach all areas of the hotel to assist clients.
• Occasional standing.
• Occasional carrying and lifting of files and office items up to 25 lbs.
• Prolonged standing at an indoor, climate-controlled workstation under fluorescent lighting.
• Work inside 95% of the time.