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Front Desk Agent

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Property Name:
Hilton Garden Inn Detroit Downtown
Job Title: 
Front Desk Agent
Location: 
Michigan-Detroit
Company Name: 
City: 
Detroit
Work Permit: 
Applicants who do not already have legal permission to work in the United States will not be considered.
Management  Position: 
No
Bonus Pay: 
No

Welcome to Crescent Hotels & Resorts, a premier hotel management and ownership group. Crescent seeks energetic, innovative individuals who have a desire to work in a results-driven environment. Our success is the direct result of everyone working together toward a common goal: To deliver exceptional service to our valued guests and provide a high quality work environment for our associates.

Strong core values related to customer service and associate satisfaction account for the continued success of our company. We are more than just a collection of hotels, we are a progressive company determined to be the employer of choice in the hospitality industry. We are pleased that you have chosen to learn more about our growing organization and are confident that Crescent will provide you with a very rewarding career.

EOEWOMENMINORITIESVETERANSDISABLED

JOB OVERVIEW

Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet Crescent and brand high standards of quality. The shifts for this position will be rotating however, most of the shift will be PM shifts.

Reports to Front Office Manager

ESSENTIAL JOB FUNCTIONS

Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and 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 from a computer system, confirming pertinent information including number of guests and room rate. Promote Crescent and brand 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.
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, travelers checks, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer.
Promptly answer the telephone using positive and clear 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.
Field guest complaints, conducting thorough 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. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job related duties as assigned.
REQUIRED SKILLS AND ABILITIES

MUST HAVE AT LEAST 6 MONTHS FRONT DESK OR RECEPTION EXPERIENCE
1 YEAR CUSTOMER SERVICE IS PREFERRED
HOTEL EXPERIENCE IS PREFERRED
FLEXIBLE SCHEDULE IS PREFERRED

Must have the ability to communicate in English.
Self-starting personality with an even disposition.
Maintain a professional appearance and manner at all times.
Can communicate well with guests.
Must be willing to pitch-in and help co-workers with their job duties and be a team player.
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 access and accurately input information using a moderately complex computer system.
Ability to observe and detect signs of emergency situations.
Ability to establish and maintain effective working relationships with associates, customers and patrons.
PERFORMANCE STANDARDS

Customer Satisfaction

Our customers are what we are about.
One of the keys to a positive guest experience is positive interaction with Crescent staff.
It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances.
Every Crescent associate is a guest relations ambassador, every working minute of every day.
Work Habits

In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance.
You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills andor improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.
Safety Security

The safety and security of our guests and associates is of utmost importance to Crescent. Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

NOTE

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associates supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise each associate remains, at all times, an at will associate.



Hilton Garden Inn Detroit and its divisions are committed to expanding access to employment for people with disabilities and disabled veterans. If you are a qualified individual with a disability or a disabled veteran, and your disability prevents you from applying through our website, please advise what reasonable accommodation Hilton Garden Inn Detroit can provide to assist you in applying for one of our open positions. You may contact us by sending an email to Melissa.Young@hilton.com referencing the open position for which you are applying.

Reasonable accommodations are considered on a case-by-case basis.

Please note that only those inquiries concerning a request for reasonable accommodation for applying for a specific posted position will be responded to. Requests will be kept confidential and shared strictly on a need-to-know basis only.

Hilton Garden Inn Detroit is an equal opportunity employer. We encourage minorities, women, veterans and disabled individuals to apply.

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Hotel Management Companies: Crescent Hotels & Resorts A Premier Hotel Management Company