Front Desk Agent

$33,280 - $33,280/Yr

DoubleTree by Hilton Clarksville Riverview - Clarksville, TN

Full-time - Entry Level

Clarksville, TN

101-250 employees

About the position

The Front Desk Agent at DoubleTree by Hilton Clarksville Riverview is responsible for creating exceptional guest experiences as the first point of contact for customers. This role involves managing check-ins and check-outs, addressing customer inquiries, handling bookings, and processing payments, all while maintaining a welcoming and professional demeanor.

Responsibilities

• Ensure high-quality and efficient guest registration, obtain proper method of payment, conduct credit-limit checks, follow billing instructions, conduct follow-up courtesy calls
• Courteously and accurately answer inquiries to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns
• Demonstrate a commitment to providing a warm, anticipatory service to exceed the needs and expectations of all guests
• Deliver outstanding guest services for all incoming calls and general inquiries
• Maintain all back-office related equipment and a par stock of supplies
• Provide service recovery options to ensure guest satisfaction
• Process guest requests for wake-up calls
• Screen calls and other requests relating to placing and receiving telephone calls
• Advise guest of any messages received via voicemail, mail, faxes and send to room if required
• Answer, record, and process all guest calls, requests, questions, or concerns
• Log all requests or issues
• Establish and maintain open, collaborative relationships with associates and fellow departments
• Maintain an attentive, friendly, helpful, and courteous demeanor to all guests, managers, and other associates
• Participate in pre-shift meetings, maintain, and review shift reports, review arrivals, departures, daily events, groups in-house, service recovery guests, and conduct proper follow-up
• Review all profile details of incoming arrivals and departing guests, address all requests and service recoveries; communicate to other departments special requests
• Maintain all front desk-related equipment and a par stock of supplies
• Ensure work area and lobby cleanliness is maintained at all times
• Maintain a presence in the lobby and serve as lobby ambassador when not stationed at the front desk
• Perform additional duties and projects as assigned

Requirements

• Ability to speak, read, write, and understand English
• Professional demeanor and presentation appropriate for a luxury environment
• Excellent interpersonal, written/verbal communication, and training skills are essential
• Positive attitude, team focus, enthusiasm, excellent customer service skills
• Ability to work a flexible schedule, including evenings, weekends, and holidays, according to department needs and business volumes
• Highly motivated, organized, goal and results-oriented individual who thrives under pressure
• Ability to stand, sit, or walk for an extended period of time
• Hospitality experience required
• Must be eligible to work in the USA

Benefits

• Paid monthly parking subscription (where applicable)
• Hilton Brands Team Member Travel Program and Discounts
• Performance-based annual bonus potential