Front Desk Agent - Embassy Suites by Hilton Orlando LBV South

We are currently accepting applications for an energetic, experienced Front Desk Agent to join the team here at Embassy Suites Orlando Lake Buena Vista South. Our award-winning property is 300 suites with 40,000 sq. ft. of meeting, pre-function, and event space. We have a highly experienced management team, which runs this very busy hotel and convention center in an exceptional manner with high standards, expectations, and strong results orientation.

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Scope of Position

The Front Desk Agent is responsible for a professional, yet personal and efficient check-in and check-out for each guest of the resort. He/she will process all payments according to established resort requirements and provide information to guests, as well as visitor inquiries in person or via telephone. In addition, the Front Desk Agent is expected to complete daily checklists and always demonstrate professional courtesy.

Position Requirements

• One (1) year experience in a Hotel Front Desk position.

• Outstanding guest service skills.

• Able to handle a multitude of tasks in an ever-changing environment.

• Effective at listening to, understanding, clarifying, and responding to the concerns and issues raised by guests and members.

• Experience with cash handling, including but not limited to guidelines set forth regarding PCI Compliance.

Primary Responsibilities

• To be friendly, courteous, and helpful to all individuals, both guest and non-guest.

• To look after the wellbeing of every guest and take personal responsibility in solving the guest’s problems – to ensure a memorable experience.

• To be able to check-in and checkout guests in a timely, accurate and courteous manner.

• To command a good working knowledge of the PeP system.

• To command a working knowledge of the rates, size, layout, bed types and special features of all guest suites.

• To command a working knowledge of all special rates/packages – requirements, restrictions, special arrangements, services/amenities included.

• To command a working knowledge of all daily report that needs to be completed.

• To be aware and familiar with all VIPs, meetings, functions, and conventions in the hotel.

• To be familiar with the departments in the hotel– their functions.

• To acquire in-depth knowledge of Hotel services/facilities and major attractions in the vicinity and Orlando area.

• To learn and practice proper telephone procedures – how to answer phones, place calls, or transfer calls.

• Be able to work different shifts and/or functions to accommodate business demands.

• Follow standard operating procedures and adhere to rules and regulation of the Front Desk and the Hotel.

• To be familiar with the handling of guest mail, messages, and/or packages.

• To be familiar with the Safe Deposit Box policies and procedures.

• To assume any additional responsibilities as assigned by the Front Office Manager and Assistant Front Office Manager.

• To keep a positive attitude and seek pleasure out of assisting others.

• Maintains and adheres to our company values.

• Adhere to company cash handling policies.

Education

• High school diploma or GED or degree in Hospitality related major.

Skills and Abilities

• Able to communicate in the English language. Second language is a plus.

• Able to work flexible schedules including holidays and weekends and able to perform multiple tasks.

• Experience using software programs such as Microsoft Office (Word, Excel, and Outlook).

• Proficient in PeP (or similar program).

Physical Requirements

• On a continuous basis, stand at a desk for long periods of time in front of a computer screen. Also requires walking/reaching and bending throughout shift.

• Must be physically fit to lift, pull, and push items up to 50 pounds.

The statement in this job descriptions are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.