The Front Desk Agent at the Hilton Garden Inn Richmond Innsbrook is responsible for providing overall positive guest experience while managing the customer-facing administrative processes of the hotel.

ESSENTIAL FUNCTIONS:

• Providing attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

• Maintain proper operation of the telephone switchboard.

• Answer guest inquiries about hotel service, facilities, and hours of operation.

• Establish and maintain good communication and teamwork with fellow associates and other departments within the hotel.

• Respond to guest requests in a timely and professional manner.

• Maintain confidentiality and security of all guests and hotel information.

• Document all guest requests, complaints, or problems immediately and notify designated department for resolving the situation. Follow up to ensure completion and guest satisfaction.

• Be aware of all rates, packages, and special promotions.

• Be familiar with all in-house groups and high demand/restricted dates.

• Take all necessary information when taking room reservations and follow rate quoting scenario.

• Be knowledgeable of the front desk computer system.

• Log and deliver packages, mail, and messages.

• Share knowledge of the property and amenities, along with any special events, local area attractions and things to do around the hotel.

• Accurately complete the check-in and checkout process.

• Uses creative reasoning and brand standard service tools to overcome guest objections and concerns and to ensure guest service satisfaction.

• Restocks front desk area and supplies as required or assigned by immediate supervisor.

• Ability to follow a checklist.

• Perform other duties as assigned.

• Must have a positive attitude and willingness to learn.

• Demonstrate the ability to multi-task.

• Demonstrate the ability to be detail oriented.

• Demonstrate the ability to problem solve to effectively deal with internal and external customers.

• Must have basic English verbal and written communication skills.

• Must work well in stressful, high-pressure situations.

• Basic math skills.

• Must have the ability to obtain alcohol awareness certification as required by the State.

• Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays.

• Must be proficient in Windows operating systems, Company approved spreadsheets and word processing.

• Must be able to convey information and ideas clearly.

• Must have a desire to serve all guests.

• Must meet the legal age to serve alcoholic beverages (at select properties).

• Experience in a hotel or a related field.

• Brand knowledge and experience.