Job Description: Front Desk Night Auditor

Position Title: Front Desk Agent

Front Office Reports to: General Manager

Date Written/Revised: January 23, 2023

Position Purpose: Manages Front Desk Operations to ensure profitability, control costs and quality standards to ensure total guest satisfaction. Provide guidance and leadership as the Front Desk Supervisor and ensure consistent quality of customer service is provided to all guests in accordance with Hilton standards. Oversees room reservations, front office systems, supplies inventory, scheduling. Compiles and prepares financial reports, including rate and availability calendar. Interviews, trains, supervises, counsels, schedules and evaluates staff. Provide leadership and guidance to Front Desk staff ensuring consistent quality service is provided.

EXAMPLE OF DUTIES:

ESSENTIAL FUNCTIONS

1.Assign and instruct Guest Service Agents, in details of work. Observe performance and encourage improvement. Monitor lobby traffic to make staffing adjustments accordingly.

2. Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel. Assist Guest Service Agents, and other departments with any questions or requests.

3. Resolve customer complaints by conducting thorough research of the situation and the most effective resolution. Authorize revenue allowances to remedy problems only after alternative solutions have been offered.

4. Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Hilton standards. Ensure to enroll all desk staff on social network Slack, to communicate all situations.

5. Monitor performance of staff with performance evaluations and discipline issues. Make recommendations for training related issues when inconsistencies develop at the Front Desk.

6. Encourages a team spirit amongst staff members with leadership and guidance.

7. Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs front desk agents in the details of work. Observes performance and encourages improvement.

8. Uses creative management skills to solve problems. Ensures compliance with Hilton standards to ensure consistent high quality guest relations.

9. Manages desk through times of stress, and emergencies, resolves guest concerns, and implements resolutions by using discretion and judgement.

10. Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues, and situations from both guests and team members.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the requirements of the company.

• Handles guest relocations as required.
• Prepares daily forecast of expected arrivals and departures.
• Perform other duties as assigned by Director of Sales or General Manager.
• Complete daily checklists of duties, to assure that appropriate reports are filed, and use analysis and judgment skills when preparing room discrepancy report.
• Pre-Register all VIP’s and Hilton Honors Reservations so that the rooms may be inspected, and at the same time to ensure amenities are delivered to the correct rooms.
• Transmit daily Hhonors and airline bonus mileage accounts.
• Prepare daily forecast of expected arrivals and departures using analysis and judgment skills.
• Operation of office equipment such as facsimile and photocopier as needed.
• Respond promptly to guest requests for a supervisor of manager.

PHYSICAL REQUIREMENTS: List the physical requirements for standard performance of this job. Include only those physical requirements which are either very important or essential to the performance of the job and required on a regular basis.

This includes, but should not be limited to, physical activities such as

Physical Activity:

During the shift you will be Climbing stairs, Walking, Standing, Crouching/Bending/Stooping, Reaching, Twisting, Grasping, Pushing/Pulling, Near Vision, Far Vision, Hearing, Talking Lifting/carrying (#50 lbs.).

OTHER DUTIES

Assimilate into The Hilton Family PRIDE/CARE culture through understanding, supporting and participating in all elements of PRIDE/CARE. Demonstrate working knowledge of the service standards.

Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position.

SAFETY REQUIREMENTS

Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The hotel will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your manager.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• 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 to resolve conflicts.
• Basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
• Ability to read, write, speak and understand the English language to communicate effectively with guests and employees. Ability to listen effectively and comprehend the English language to understand and obtain instructions and information.
• 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 analyze information and make effective judgements.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to see and hear in order to observe and detect signs of emergency situations.

QUALIFICATION STANDARDS

EDUCATION

High School Diploma or equivalent required. College experience preferred.

EXPERIENCE

One year combined Front Desk and Supervisory experience in hospitality or related industry preferred.

GROOMING/UNIFORMS

All employees must maintain a neat, clean and well-groomed appearance. Showered or bathed daily before arriving for shift. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.

NOTICE:

Standing, bending, stooping, and lifting weights up to and including 50 lbs. may be required.

The hospitality business functions seven (7) days a week, twenty-four hours a day.

In addition, this is a hospitality business, and a hospitable service atmosphere must be always projected.

'Work Location: One location Work Remotely No

Job Type: Full-time

Pay: From $10.50 per hour

Benefits:

• Employee discount
• Flexible schedule

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• Weekend availability

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person

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