Front Desk Agent

Company: Home2 Suite by Hilton Florence SC
Location: Florence
Posted on: November 24, 2022

Job Description:

All calls should be answered within 3 ringsGreets includes time of day, (good morning, afternoon, evening etc.) name of hotel, employee name and offer of assistance (i.e. Good Morning and Thank you for call the Country Inn & Suites in Florence, this is Jessica How may I help you?)If you receive a call to ask about rates do not just give the caller the rate and hang up. Remember this could be a potential guest, so make your best effort to obtain a reservation. Before you give the caller a rate ask them what type of room, how many guests, for what dates, and while you are checking the availability, tell them what your particular hotel has to offer (i.e. all rooms are spacious suites with a pull out sofa, microwave, refrigerator, whirlpool and spa, business center, etc.) and then ask them if they are a triple A member or AARP, etc. And then give them the rate. Immediately ask if you can reserve the room for them..Always ask permission to place a guest on hold; guest should be thanked for holding (i.e. May I put you on hold for a moment sir/maam?) (Thank you for holding sir/maam)Employee should speak in a clear, positive tone; guest should not have to repeat themselvesYour smile, courtesy, service, and honesty to guests, employees, and the company will be very important during evaluation. This will reflect on your performance and you must follow the guidelines, or you will be terminatedDress professionally and neatly (shirts tucked in), wear your name tag, and uniform must be worn at all times Always keep the lobby area and the front desk area clean.If for any reason you are uncertain of something or there is a problem contact the GM.Remember the guest is always right.NO unauthorized personnel should be allowed behind the front desk.There should be no socializing in front of the registration desk area (talking with fellow employees for long periods of time and/or talking with guests for long periods of time (ex. Flirting, allowing guests to hang around the desk to speak with you, allowing a group of guests and their friends to hang around the desk and the front lobby).When someone is entering the lobby you must be ready to greet them with a smile.Always verify ID when you make another key for the guest, even if you know the guest or have seen this guest at the counter (If guest argues, tell them it is for their own safety).When a guest calls the front desk from the hotel the phone should be answered stating time of day (morning, afternoon, evening) Guest Services, employee name, and offer of assistance (i.e. Good morning, Guest Services, this is Tanya, how may I help you?)Front desk should be open upon arrival; service should be available 24 hours a day.All employees should be well groomed, neatly attired in uniform, consistent in dress. Name tags should be visible, logo should be present.Employees who are encountered by guests during their hotel stay should extend a verbal greeting or a smile, should make eye contact and display positive body language.Wake up call should be handled properly and received within 5 minutes.If guest room is found unacceptable, change should be handled properly.When asked for local destinations/restaurants, accurate directions should be provided.When requested, complimentary guest amenities (shampoo, razor, toothpaste, etc.) and guest supplies (soaps, towels, matches, etc.) should be available at front desk.Job Types: Full-time, Part-timePay: $10.00 - $11.00 per hourSchedule: 8 hour shiftAbility to commute/relocate: Florence, SC 29501: Reliably commute or planning to relocate before starting work (Required)Experience: Hotel experience: 1 year (Preferred)Work Location: One location

Keywords: Home2 Suite by Hilton Florence SC, Fayetteville , Front Desk Agent, Sales , Florence, North Carolina