Overview
Front Desk Agent Jobs in Ocean City at Home2 Suites by Hilton Ocean City Bayside
Job Title: Guest Services/Front Desk
Reports To: Front Desk Manager/Operations Manager/General Manager
Position Summary:
To create 100% guest satisfaction by providing efficient and effective front desk service.
Responsibilities:
● Creates 100% guest satisfaction by providing fast and friendly genuine hospitality and by exceeding guest expectations
● Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
● Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
● Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction Guarantee
● Performs other duties as required to provide fast and friendly genuine hospitality
● Provides guests with assistance at the front desk during the check-in and check-out processes and throughout their stay.
● Greets guest and processes hotel registration
● Keeps current on hotel accommodations, services and area attractions
● Responds to customer inquiries for information
● Arranges for services requested by the guest by working with other departments as appropriate
● Stays current with developments in the hotel by reviewing and updating the communication log
● Maximizes revenue and cash flow by promoting hotel services and adhering to credit and inventory control processes
● Offers guests updated rooms and promotes hotel amenities, food and beverage outlets and services
● Makes reservations in accordance with hotel’s yield management practices
● Processes customer credit at check-in in accordance with hotel policy
● Identifies and records special billing instructions and notifies accounting
● Obtains appropriate approvals and signatures
● Follows hotel policy on cash banks
Prerequisites:
● Focus on the Customer: Seek to understand the guest, internal and external customer and meet and exceed the needs of both the customer and the company.
● Attention to detail: Ensure that work is accurate, thorough and to the highest standards.
● Take Responsibility: Demonstrate personal ownership of tasks and follow through to get the required results.
● Build Strong Relationships: Foster trust and cooperation among coworkers, customers and suppliers; develop and sustain personal contact in order to provide mutual benefit.
● Foster Teamwork: Work well in a team environment and motivate teams to sustain exceptional levels of performance.
● Communicate Effectively: Clarify and provide information so that coworkers, customers, and suppliers understand and can take action.
● Technical Service Skills: Demonstrate understanding of the technical service skills for assigned area (i.e. food & beverage service, housekeeping, etc.)
● Point of Sale: Skilled in utilization of point of sale systems and/or other back-of the house systems.
● Upselling: Know the available products and services and suggest alternatives.
● Reservations Process: Understand the reservations process including the role of the Reservation Center, distribution channels and reservations flow.
Competencies
● Strong organizational skills.
● Must be able to work independently.
● Able to multitask and work under varying conditions.
● Excellent people skills
● Must meet/exceed the team expectations
● Energetic personality
● Performance-based bonus paid during summer months
Work Environment
● This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands
● Walking and Standing required throughout the entire shift
● Continuously reach, bend, lift, carry, stoop and wipe required throughout the entire shift. May lift and carry up to 50 pounds.
Education and Experience
- ● High school or equivalent education with concentration in business.
Job Type: Full-time
Pay: $16.00 – $17.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Vision insurance
Education:
- High school or equivalent (Required)
License/Certification:
- Driver’s License (Required)
Shift availability:
- Night Shift (Required)
- Overnight Shift (Required)
Ability to Relocate:
- Ocean City, MD 21842: Relocate before starting work (Required)
Work Location: In person
Title: Front Desk Agent
Company: Home2 Suites by Hilton Ocean City Bayside
Location: Ocean City
