Front Desk Agent - Full-time

Hilton San Diego/Del Mar

The Front Desk Clerk is a member of the Front Office team. S/he are responsible for: maintaining and promoting hospitality at all times; welcoming and serving guests in a courteous, efficient and friendly manner, both face-to-face and on the phone. As part of this job, this individual is required to: demonstrate good computer skills; accurately handle cash and charges; stand for long periods of time; present a friendly, outgoing, energetic and guest service oriented demeanor.

This position requires a Pre-Hire Assessment as part of the application process. For best results we recommend you complete the assessment in one seating without any interruptions or distractions and therefore advise that you begin the application process when you can dedicate 20-30 minutes of uninterrupted time to apply for this opening.

BASIC PURPOSE: Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all SOPs and LSOPs.

ESSENTIAL FUNCTIONS:

1.Handle guest registration and room assignments, accommodating special requests whenever possible. (10%)

2.Pre-register, block reservations and take same day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies. (10%)

3.Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in a efficient and friendly manner. (50%)

4.Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc. (15%)

5.Cancel room reservations according to procedures. (5%)

6.Walk customers in a professional and courteous manner according to procedures. (5%)

NON-ESSENTIAL FUNCTIONS: (5%)

1. Inventory guest room keys according to policy and request re-keying as necessary.

2. Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservationist.

3. Verify registration cards against computer to ensure accuracy of name, type of payment, rate, market segment.

Knowledge and Skills:

Education:   High School education or equivalent experience.

Experience:   Experience required by position is from three months to one full year of employment

in a related position with this Company or other organizations.

Skills and Abilities:  Requires a working knowledge of the Front Desk aspect of Interstate's services, policies or operations and a general knowledge of the hotel.  Working knowledge is generally learned on-the-job. 

Requires knowledge of and ability to operate computer equipment and the reservations system. 

Ability to read and speak English. Second language is preferred.

No. of employees supervised:None.

Travel required:None.

Hours Required:8 hour shift; Scheduled days and times may vary based on need.

Lifting/Pushing/Pulling/Carrying    Describe the type(s) of required lifting, pushing, pulling, and/or carrying to include objects, weights and frequency.

25% of shift pulling out cash draw, key draw and safety deposit boxes.

    No Lifting/Pushing/Pulling/Carrying Required.

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Bending/Kneeling   Describe the type(s) of required bending and/or kneeling to include when, why and how often.

25% of shift to retrieve safety deposit boxes and cash draw.

Bending/Kneeling Required.

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Mobility   Describe the type(s) of mobility required to include distances and % of time involved.

5% of shift to retrieve messages and guest mail.

Stationary Position

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Continuous Standing    Describe the reasons to include time period and frequency.

95% of shift continuous standing attending to customers.

At Hilton San Diego Del Mar, we like to think of our recently renovated hotel as a resort—a quiet, yet dynamic destination located in San Diego’s affluent beach community of Del Mar, just under a mile from the sandy beach and blue ocean, and across the street from the Del Mar Racetrack. Guests can unwind in one of our 257 vibrant, yet sophisticated guest rooms, while taking advantage of our 17,000 sq. ft. of versatile indoor meeting and banquet space, outdoor heated swimming pool, first-rate fitness center and world-class local farm-and-sea cuisine at our very own coastal KITCHEN restaurant. Guests can experience complimentary perks at our posh Del Mar hotel, including WiFi access and transportation within a 5-mile radius. We consider our location to be one of our most prized amenities. We are situated across from the famous Del Mar Racetrack built in 1936 by Jimmy Durante and Bing Crosby. Nearby corporate premises include those of Carefusion, Bank of America and Agilent Technologies. Enjoy the view of San Diego from a hot air balloon, or go whale watching at Point Loma. Discover the annual San Diego County Fair at the Del Mar fairgrounds, indulge in retail therapy at the Flower Hill Mall or have a family day out at Legoland® California. Improve your golf on nearby championship courses, or visit San Diego Zoo and discover the giant pandas and over 4000 other exciting wild animals.

Interstate Hotels & Resorts is an EEO/AA/Minorities/Females/Disabled/Veterans employer