Front Desk Agent - Hilton Garden Inn

The Hilton Garden Inn of Morgantown, WV is conveniently located in the Suncrest Towne Centre just steps from shopping and dining. It is also just minutes away from Ruby Memorial Hospital, West Virginia University, Mountaineer Field and the WVU Coliseum. Come join our fantastic team!

We are looking for a Part Time Front Desk Agent with a friendly attitude to become part of our team and work during our Day or Evening shifts.

Compensation: $13.00 per hour

Position Overview:
Responsible for checking-in and checking-out guests and responding to inquiries and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all SOP’s. Provides support to the Director of Sales, while maintaining client service needs through effective oral and written information exchange between clients and all hotel departments. 

Essential Job Functions:

• Handle guest registration and room assignments, accommodating special requests whenever possible.
• Pre-register, block reservations and take same day reservations and when necessary future reservations following resort rate structures, discounts and selling strategies.
• Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner.
• Resolve customer complaints, assist customers in all inquiries in connection with resort services, in-house events, directions, local attractions, check cashing, safety boxes, etc.
• Cancel room reservations according to procedures.
• Walk customers in a professional and courteous manner according to procedures.
• Cleaning and organizing on downtime.
• Adhere by the Hilton brand standards, trainings, and requirements.
• Cross train in Housekeeping to understand how a guest room is cleaned and prepared for guest use.
• Assist with laundry department with folding of linens when needed.
• Schedules and plans catering/meeting functions for groups up to 100 people and creates blocks and negotiates for group rooms totaling less than 30 total room nights.
• Maintains all correspondence for the Director of Sales through the performance of all administrative tasks such as Lead Inquiry, Delphi Entry, Group Pick Up, Catering Actualization, Event Orders, Event Checks, Contract filing, and other Delphi tasks.
• Serves as initial and only contact with client needing meeting facilities. Works closely with client to ensure that all needs are understood and can be met. To include menu selection, set up of room, timing and date details, final head count and any billing needs.
• Completes a Banquet Event Order for each meeting scheduled detailing client’s expectations and needs. The Banquet Event order should be reviewed by DOS and sent to client for final approval, prior to distribution.
• Ensuring proper distribution on Mondays of scheduled calendar events and ten day distribution of group resumes, BEO’s, and diagrams to all departments.
• Cultivates and maintains relationship with clients and attendees throughout the planning and execution of the event
• Ensuring all expectations and needs of the client are communicated to all departments.  With continued follow up with departments to ensure that clients request is executed to contract and event order requirements that have been agreed upon.
• Secures room lists to block required nights’ lodging, if necessary.  If Room block is required proper payment and lists are required on or before contract deadline.
• Establish billing of all charges for client 10 days prior to arrival.  If Direct Bill is requested, form must be completed by client and approved by GM and Accounting prior to passing the approval to client. 
• Secures necessary Audio-Visual equipment or special linen for meeting.  PO must be completed in advance and all costs should be noted on the event order if passing onto client or should be noted in file for Cost of Operation.
• Answers incoming telephone calls with accurate lead information or solicitation of a contract.  All leads should be placed in the Lead log to ensure that follow up is timely.
• Prepare proposals, rate agreements and presentations to meet with the DOS that are geared to maximize profit while satisfying guest
• Manage files on a timely basis to maintain business.
• Conduct on-site client inspections and entertainment regularly.
• Monitor each account through connectivity checklist to ensure we are capturing.
• Adheres to all the catering policies and procedures. (I.e. verify banquet contracts, methods of payment, deposits, guarantees, etc.)
• Greets customer, contact prior to the start of each function and maintains contact throughout the function to ensure that all arrangements are satisfactory.  
• Meet brand standard training for department that is required by Hilton and Corporate.

Non-essential Job Functions:
In addition to the performance of the essential functions, this position may be required to perform a
combination of the following supportive functions:

• Inventories guest room keys according to policy and request re-keying as necessary.
• Assist with responsibilities and duties in the absence or heavy volume in the areas of housekeeping, lobby, laundry, and public areas.

Due to close relationship established with client while setting the essential functions, this position may be required to perform a combination of the following supportive functions:

• Use outside sales calls to solicit existing and new clients.
• Interfaces with guest to solve various hotel-related problems.
• Assisting in developing and executing of projects for the hotel as stated in the marketing plan.  (10%)
• Develop plans, special sales activities, and promotions. To increase sales volume and profitability.
• Conduct competitive analysis of hotel accommodations.
• Attend Manager’s Reception weekly to maintain relationships and uncover new leads.
•  Performs other duties as assigned by General Manager and/or senior official.
• Attend meetings as needed. (5%)
  • Daily and Weekly Yield Meeting
  • Daily Business Review Meetings
  • Weekly Sales Meetings

Qualifications Standards:

To perform this job successfully, and individual must be able to perform each essential duty, knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with perform essential functions. 

• A high school diploma and previous hotel Front Desk or administrative support experience.  Ability to respond to common inquires or complaints for customers.
• Communication through departmental documents using proper grammar to management, public groups, customers and partners.
• Must be able to work with and understand basic accounting and arithmetic functions.
• Must be able to interface with all levels of personnel within and outside the Organization.
• Must be able to handle high stress position.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
• Mobility needed to move about the complex between offices.
• Written communication and administrative responsibilities require excellent reading and writing abilities. 

Additional Information:

Please note this job description is not a comprehensive listing of activities, duties or responsibilities required for this job. Standard Operating Procedures, Training Checklists, and Departmental Handbooks will be provided to ensure the associate is trained in all duties and responsibilities of the position. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Up to Par Management and Taylor Hospitality are Equal Employment Opportunity companies, we are proud to be an equal opportunity workplace and an affirmative action employer. We are committed to equal employment opportunity regardless of race, religion, sex, national origin, sexual orientation, age, citizenship, marital status, or disability.

About the Company:

Up to Par Management LLC and Taylor Hospitality, LLC select only the most passionate and skilled hospitality professionals. Up to Par Management LLC and Taylor Hospitality, LLC are a premier management company creating lifetime memories for its members, guests, and associates through its profitable clubs, hotels, value-added services, and community relationships.  Up to Par Management, and it's subsidiary, Taylor Hospitality, is a leading club and hospitality management company specializing in golf, country club, hotel, and restaurant operations, full-service management, and consulting. We are a growth-oriented company pride ourselves in providing opportunities for our associates as well as our partner properties.