Job Overview
Employment Type
Full-time
Work Schedule
Rotating Shifts
Day Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and development programs
flexible scheduling
Job Description
Hilton Garden Inn is a prominent hotel brand within the hospitality industry, known for delivering exceptional guest experiences supported by high-quality amenities and services. The hotel operates as a full-service hotel with a focus on providing comfort, convenience, and a warm, welcoming atmosphere to both business and leisure travelers. With a reputation for excellence and a commitment to guest satisfaction, Hilton Garden Inn is an ideal environment for professionals who thrive on customer interaction and delivering memorable stays. The establishment values teamwork, attention to detail, and a dedicated approach to service, ensuring that every guest feels valued and well cared... Show More
Job Requirements
- High school diploma or equivalent
- Three months of related experience
- Ability to stand and work at a computer screen for prolonged periods
- Ability to lift and carry up to 25 pounds
- Excellent communication skills
- Able to handle guest complaints effectively
- Competence in using office equipment and software
- Availability to work varied shifts including weekends and holidays
Job Qualifications
- High school diploma or equivalent
- Three months of related experience
- Detail oriented and thorough
- Excellent written and verbal communication skills
- Active listening
- Service oriented
- Coordination skills
- Knowledge of property management systems preferred
- Ability to handle multiple tasks simultaneously
- Professional and friendly demeanor
Job Duties
- Contributes to the departmental and property monthly goals for guest satisfaction scores by doing the job right the first time and giving exemplary service that goes above and beyond guest expectations
- Prepares for shift by counting the cash bank, checking Pass Down Log, reviewing arrivals and departures, VIPs, reviewing Daily Events in meeting rooms, and knowing hotel rooms available for the day
- Manages the day-to-day responsibilities associated with accommodating guest arrivals, departures, and their needs during their stay at the hotel
- Possesses complete knowledge of the OnQ Property Management System, and how to use all reception desk and office equipment including phone, lock system, Quore, radios, printers, copiers, and scanners
- Answers all incoming phone calls as quickly and professionally as possible using hotel answering script, minimizing hold times and balancing the needs of guests present at the desk
- Transmits and receives messages for any in-house guest, turning message waiting lights on and off
- Greets and speaks to all guests, visitors, and neighbors passing through the lobby with a smiling friendly manner, using their name when possible
- Makes safety and security a top priority and is trained in emergency procedures
- Masters the Quore quality optimization tool for requests, complaints, checklists, lost and found, managing ready-to-rent rooms, maintenance requests, mail and messages, and key sign-out and sign-in
- Takes personal responsibility to rectify guest complaints effectively
- Passes on key information to future shifts using the Quore logbook function
- Completes all checklists as required in the Quore system
- Performs bucket checks with housekeeping at checkout time
- Processes late charges received at the Reception Desk after guest checkout
- Checks guests out in a friendly, professional, and efficient manner, processing payments and resolving any issues
- Adjusts disputed guest charges appropriately and records incidents
- Handles late checkout requests diplomatically, notifies housekeeping, and records in Quore
- Maintains assigned cash bank amount, receives payments, makes change, and balances cash at shift end
- Participates in the hotel's recruiting program and facilitates screening interviews
- Creates, cancels, modifies, and confirms reservations using suggestive selling techniques
- Checks guests into the hotel following protocols including walk-in guests, establishing connections, recognizing loyalty status, upselling, establishing payment, issuing card keys safely, and informing guests about hotel services and amenities.
Job Qualifications
Experience
Entry Level (1-2 years)
Job Location
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