Job Description

Hilton Atlanta Northeast Front Desk Agent

The Hilton Atlanta Northeast is on the hunt for a full time friendly and reliable Front Desk Agent. The starting pay range is $16.00 - $17.50/hr plus benefits. Starting wage per hour depends on prior experience in a full service, similar sized hotel.

At Crestline we believe in offering our employees a work environment that allows for work-life balance. We offer a variety of benefits to our full-time team members. Benefits include some of the following:

• Medical, Vision, and Dental Insurance to fit the needs of our employees
• Company Match 401K, helping you to prepare for the future!
• Employee Assistance Program- Always know we are here to support you!
• Paid Leave - up to three weeks in first year
• A free meal each shift in our employee cafeteria
• Pet Insurance for our furry friends
• Team Member Travel Discounts - We all need to get away sometime
• Great Employee Events and more.

To be considered, you must be available any day of the week including weekends and holidays, as well as morning, afternoon, and evening shifts. Overnight availability is not required. Must have the ability to follow front desk procedures and create memorable hospitality experiences for our guests by being customer service focused. Must also be able to multi-task regularly and maintain a calm-warm demeanor, despite difficult situations that may arise with guests.

Overview

The Front Desk Agent is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.

Potential Career Paths

Front Desk Supervisor Front Desk Manager Front Office Manager - Operations Manager-Assistant General Manager General Manager Area Vice President of Operations

Key Duties & Responsibilities

• Resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Maintain complete knowledge at all times of: a) all hotel features/services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities.
• Obtain assigned bank and ensure accuracy of contracted monies.
• Keep bank secure at all times.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Process all guest check-ins.
• Verify registration card information with the guest.
• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
• Direct Bell Person to escort guest and transport their luggage to the room.
• Handle overbooked or walked in guests.
• Accept and record wake-up call requests.
• Monitor, send and distribute guest faxes.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Resolve discrepancies on the room status report with Housekeeping.
• Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
• Process all check-outs.
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.

Education and Experience

• High School Graduate or General Education Degree (GED).
• One year previous experience in a similar position in a hotel.
• Basic computer skills required.

Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender, identity, or disability status.

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