Pyramid Hotel Group

  • Front Desk Agent

    Hotel/Resort Name Hilton Garden Inn Seattle Downtown
    Posted Date 3 months ago(9/6/2019 11:43 AM)
    Location : Company Name
    Pyramid Hotel Group
    Location
    US-WA-Seattle
    Department
    Front Office
    Position Type
    Regular Part-Time
    # of Openings
    1
    Requisition ID
    2019-6840
  • About Us

    Located on the southern tip of Lake Union, the Hilton Garden Inn Seattle Downtown hotel is perfectly located for business and employment opportunities. Our proximity to Lake Union allows visitors to take in some of the Pacific Northwest's majestic scenery and enjoy outdoor activities like kayaking and sailing. An ideal venue for business, corporate and social events up to 125 people, our hotel has over 2,000 sq. ft. of versatile space and a complimentary business center. State-of-the-art A/V technology and our helpful staff will guarantee your conference, cocktail reception or wedding is a success.  Tastefully decorated and flooded with natural light, each of our 222 guest rooms and suites offer everything you need to relax and stay productive. Unwind in the bar, and enjoy American cuisine for breakfast, lunch and dinner in our restaurant.

    Find out today what a career with Pyramid Hotel Group at the Hilton Garden Inn Seattle Downtown can mean for you!

    Description

    Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay to meet Pyramid Hotel Groups' high standards of quality.

    The Front Desk Agent will:

    • Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
    • Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Promote Hotel's marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Requires continual standing and movement throughout front office area.
    • Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travellers checks, and other forms of payment. Convert foreign currency at current posted rates. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
    • Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
    • Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
    • Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
    • Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.  Take ownership of guests challenges and follow through to ensure guest satisfaction. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion.

    Other:

    Regular attendance in conformance with the standards, which may be established by Pyramid Hotel Groups from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

     

    Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel including evenings, weekends, and holidays.

     

    Upon employment, all employees are required to fully comply with Pyramid Hotel Groups rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

     

    SUPPORTIVE FUNCTIONS:

    In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.

    • Assistance with storing luggage for guests. 
    • Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer.
    • Use the photocopier to make copies of items as required.

    Requirements

    SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

    The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

    • Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
    • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
    • Ability to stand and move throughout front office and continuously perform essential job functions.
    • Ability to read, listen and communicate effectively in English, both verbally and in writing.
    • Ability to access and accurately input information using a moderately complex computer system.
    • Hearing and visual ability to observe and detect signs of emergency situations.
    • Experience with OnQ Hilton PMS System is a plus but not required. 

     

    Education:

    High school diploma preferred.

     

    Experience:

    Customer service experence required, prefer hotel front desk experience but not required.

     

    Licenses or certificates:

    Required training will be done once employed during working hours.

     

    Grooming:

    All employees must maintain a neat, clean and well groomed appearance (specific standards available).

     

    Other:

    Drug Testing and Background Checks are conducted upon job offer.

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