Front Desk Agent

The Front Desk Agent at the Hilton Miami Blue Lagoon is responsible for providing overall positive guest experience while managing the customer-facing administrative processes of the hotel. 

ESSENTIAL FUNCTIONS: 

1. Providing attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.
2. Maintain proper operation of the telephone switchboard.
3. Answer guest inquiries about hotel service, facilities, and hours of operation.
4. Establish and maintain good communication and teamwork with fellow associates and other departments within the hotel.
5. Respond to guest requests in a timely and professional manner.
6. Maintain confidentiality and security of all guests and hotel information.
7. Document all guest requests, complaints, or problems immediately and notify designated department for resolving the situation.  Follow up to ensure completion and guest satisfaction.
8. Be aware of all rates, packages, and special promotions.
9. Be familiar with all in-house groups and high demand/restricted dates.
10. Take all necessary information when taking room reservations and follow rate quoting scenario.
11. Be knowledgeable of the Front Desk computer system.
12. Log and deliver packages, mail, and messages.
13. Share knowledge of the property and amenities, along with any special events, local area attractions and things to do around the hotel.
14. Accurately complete the check-in and checkout process.
15. Uses creative reasoning and brand standard service tools to overcome guest objections and concerns and to ensure guest service satisfaction.
16. Restocks Front Desk area and supplies as required or assigned by immediate supervisor.
17. Ability to follow a checklist.
18. Perform other duties as assigned.

MINIMUM QUALIFICATIONS:

1. Must have a positive attitude and willingness to learn.
2. Demonstrate the ability to multi-task.
3. Demonstrate the ability to be detail oriented.
4. Demonstrate the ability to problem solve to effectively deal with internal and external customers.
5. Must have basic English verbal and written communication skills.
6. Must work well in stressful, high-pressure situations.
7. Basic math skills.
8. Must have the ability to obtain alcohol awareness certification as required by the State.
9. Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays.
10. Must be proficient in Windows operating systems, Company approved spreadsheets and word processing.
11. Must be able to convey information and ideas clearly.
12. Must have a desire to serve all guests.
13. Must meet the legal age to serve alcoholic beverages (at select properties).

PREFERRED QUALIFICATIONS:

1. Experience in a hotel or a related field.
2. Brand knowledge and experience.