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Job Overview
Employment Type
Full-time
Compensation
Hourly
Exact $19.00
Work Schedule
Flexible
Day Shifts
Night Shifts
Benefits
401(k)
Disability insurance
Employee assistance program
Health Insurance
Life insurance
Paid Time Off
room discounts
Employee Food and Beverage Discounts
Job Description
Hilton Southlake Town Square is a prestigious hotel renowned for being one of Hilton's top properties in North America, consistently ranked in the top 10 percent for guest service and overall cleanliness. It is a Connie Award-winning establishment featuring 248 beautifully appointed guest rooms and over 28,000 square feet of flexible meeting space, all overlooking the vibrant Southlake Town Square. This property is part of the Hilton Hotels & Resorts family, a globally recognized hospitality brand synonymous with quality, comfort, and exceptional guest experiences. Hilton Southlake offers a dynamic and supportive work environment where teamwork and employee well-being are prioritized.... Show More
Job Requirements
- Ability to stand and move throughout front office and continuously performs essential job functions
- Standing 95 percent of shift
- Lifting up to 25 pounds maximum
- Occasional twisting, bending, stooping, reaching, standing, walking
- Frequent talking, hearing, seeing and smiling
Job Qualifications
- Any combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities
- High school diploma preferred
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts
- Two years combined prior front desk and supervisor experience
- PEP experience preferred but not required
- Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error
- Ability to read, listen, and communicate effectively in English, both verbally and in writing
- Ability to access and accurately input information using a moderately complex computer system
- Hearing and visual ability to observe and detect signs of emergency situations
Job Duties
- Communicate effectively both verbally and in writing to provide clear direction to staff
- Assign and instruct front desk clerks 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 registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates
- Make appropriate selection of rooms based on guest needs
- Code electronic keys
- Nonverbally confirm the room number and rate
- Provide welcome folders containing room keys, certificates, and coupons as appropriate
- Close out guest accounts at time of check out
- In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowance
- Verify and imprint credit cards for authorization using electronic acceptance methods
- Handle cash, make changes and balance as assigned house bank
- Accept and record vouchers, travelers’ 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 a 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 clerks and the other employees
- Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions
- Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations
- Authorize revenue allowances to remedy problems only after other alternative solutions have been offered
- Manage Third Party Internet billing and arrivals
- Prepare group arrivals
- Prepare pre-arrival packets as requested/required
- Anticipate flow of arrivals and take necessary steps to ensure smooth check in/out
- Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of hotel
- Ensure compliance with all brand standards
- Coordinate and track successful completion of training on PMS system
- Monitor and track time and attendance of associates
- Reinforce attendance policy with staff
- Recommend progressive discipline procedures for associates who are not in compliance with standard
- Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey
- Work with other supervisory and management staff to address all areas to ensure consistent quality work environment
- Be familiar and able to perform duties on all shifts, including Night Audit and PBX
- Serve as Manager on Duty (MOD) in absence of Front Office Manager
- Turn in all lost and found items and all guest room keys
- Adhere to all company policies and procedures
- Follow safety and security procedures and rules
- Know department fire prevention and emergency procedures
- Utilize protective equipment
- Report unsafe conditions to management
- Report accidents, injuries, near-misses, property damage or loss to management
- Provide for a safe work environment by following all safety and security procedures and rules
- Maintain a neat, clean and well groomed appearance
- Assist other Front Desk Personnel when needed
- Perform any related duties as requested by management
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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