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Job Overview
Employment Type
Full-time
Work Schedule
Flexible
Weekend Shifts
Night Shifts
Benefits
Early pay or earned wage access
Medical insurance
Dental Insurance
Vision Insurance
pet discount program
Identity Theft Protection
prepaid legal support
flexible spending accounts
Matched 401K
Life insurance
Critical accident or illness insurance
short-term disability
long-term disability
Paid Time Off
wellness programs
hotel discounts
Job Description
Hilton Garden Inn Detroit Downtown is strategically located in the vibrant heart of downtown Detroit, offering guests convenient access to the city’s premier dining, entertainment, and cultural landmarks. Situated just a short walk from Greektown’s renowned eateries and nightlife, the hotel is also within half a mile of iconic sites including Comerica Park, Ford Field, Detroit Opera House, and the Fillmore. Guests can further explore Detroit’s rich heritage by visiting the Detroit Institute of Arts and the Motown Museum, both a short drive from the hotel. The property features all-day dining options at the Garden Grille and the Chrome Bar... Show More
Job Requirements
- high school diploma or its equivalent
- two years combined, prior front desk and supervisory experience preferred
- hotel experience preferred
- ability to lift, carry, push or pull 10 lbs
- ability to stand and move about in the guest services and the building throughout the shift
- primarily standing for majority of shift
- availability to work nights, weekends and/or holidays
- maintain a neat, clean and well-groomed appearance
- ability to communicate effectively both verbally and in writing
- problem-solving skills
- customer service orientation
- computer literacy
Job Qualifications
- high school diploma or its equivalent
- hotel experience preferred
- any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge, skills and abilities
- no special license required
- two years combined, prior front desk and supervisory experience preferred
- additional language ability preferred
Job Duties
- communicate effectively both verbally and in writing to provide clear direction to staff
- assign and instruct guest service representatives in details of work
- observe performance and encourage improvement
- greet guests immediately with a friendly and sincere welcome
- use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions
- promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate
- promote marketing programs
- make appropriate selection of rooms based on guest needs
- code electronic keys
- nonverbally confirm the room number and rate
- provide welcome folders containing keys, certificates, coupons and refreshment center keys as appropriate
- close out guest accounts at time of check out
- in the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances
- verify and imprint credit cards for authorization using electronic acceptance methods
- handle cash make change and balance an assigned house bank
- accept and record vouchers, traveler checks and other forms of payment
- perform accurate moderately complex arithmetic functions using a calculator
- post charges to guest rooms and house accounts using the computer
- promptly answer the telephone using positive and clear English language
- input messages into the computer
- retrieve messages and communicate the content to the guest
- retrieve mail, small packages and facsimiles for customers as requested
- remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for guest service representatives and other employees
- resolve customer complications and complaints by conducting thorough research of the situation and identifying the most effective solutions
- make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situation
- authorize revenue allowances to remedy problems only after other alternative solutions have been offered
- regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position
- due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel, including nights, weekends and/or holidays
- all employees must maintain a neat, clean and well-groomed appearance (specific standards available)
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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