Front Desk Agent, FT

About the Role

The Front Desk Agent position at Hilton Garden Inn Denver Union Station is a full-time role.

Key Responsibilities

• Respond in a professional and courteous manner to arriving, departing, and in-house guests by providing accurate and timely information and services.
• Respond to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns.
• Greet and complete established check-in procedures for arriving guests, using both manual and computerized methods, to ensure guest satisfaction and timely rooming.
• Facilitate guest departure (check-out) by following established manual and computer procedures to close guest accounts and prepare rooms for the next sell.
• Calculate and/or post monies, receipts, guest accounts, and other forms of credit using accurate, proper cash handling methods and established procedures.
• Answer inquiries and accept reservations, both in person and by telephone, by accurately communicating hotel rates and information, and by using suggestive selling techniques to sell room nights, increase occupancy, and revenue.
• Maintain good customer relations by staying informed of all in-house and area functions to answer questions and concerns with timely and knowledgeable responses.
• Operate PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls, and paging guests.
• Control cash transactions at the front desk and maintain complete responsibility for the personal bank as specified by hotel bank agreement policy.
• 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.
• Acquired general knowledge of basic customer service skills.
• Fluent in oral and written English.
• Ability to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
• Highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
• 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.
• Ability to work on more than one task at a time.
• Ability to communicate both verbally and in writing.
• 90% of shift is standing.
• Repeated bending and 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.
• Work environment is prolonged standing at an indoor, thermostatically climate-controlled workstation under fluorescent lighting, with work inside 95% of the time.