Guest Service Agent/Front Desk - The Cassara

Attend to guests’ needs, including, but not limited to, registration, checkout and cashiering., * Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information.

• Ensure all security protocols are followed as well as departmental and company procedures.
• Promote the Hilton Honors Program and provide recognition and benefits to all present members.
• Knowledgeable of the HILTON HONORS Program and the tier benefits.
• Answer all call by three rings and correctly transfer all calls to appropriate departments.
• Input all guest requests into the system, ensure completion, confirmation call to guest.
• Attend Buzz sessions make self aware of daily activities, arriving VIP’s, Group/Conferences in house, special requests, and scheduled shuttles.
• Knowledgeable of all special promotions for all hotel outlets.
• Knowledgeable of all special hotel accommodation promotions and packages.
• Recognition of repeat guests and familiarization of corporate accounts.
• Correctly handling cash transactions and balancing a cash drawer to the given amount.
• Offering upgrades to coastal and suites when available.
• Assisting in the Marketplace for sale of merchandise, food and beverage and Starbucks coffee drinks.
• Informing and selling attraction tickets and referring guests to activities desk.
• Maintain Lobby cleanliness and organization.
• Correctly processing all check outs by ensuring all billing set up and guest folios paid.
• Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests.
• Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.
• Attend all scheduled training, departmental and hotel meetings and activities, refer all questions or concerns to immediate supervisor or departmental manager, promote positive working environment for all associates, and follow all guidelines and procedures set forth in employee handbook.
• Follow all of the Safety and Sanitation Guidelines set forth by the CDC and GPR including but not limited to all of the COVID-19 State and County ordinances
• Must be able to work flexible schedules including weekends and holidays

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 manager based upon the particular requirements of the hotel:

• Assist concierge in handling mail and facsimiles and providing guest with information regarding resort facilities and local attractions.
• Book reservations for those guests who approach the Front Desk.

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, using some other combination of knowledge, skills, and abilities:

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability.
• Must possess basic computer skills.
• General knowledge of the city where resort is located and its attractions.
• Extensive knowledge of the resort, its services and facilities., * High school or equivalent education required.

Experience

• One to two years in a customer service position required.
• Preferable one-year experience in a front desk position.