Hilton Garden Inn St. Louis Airport

Position Summary
Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay, provides information regarding hotel facilities and guest accommodations to meet Hilton’s high standards or quality. Oversee and support Front Office shifts to insure compliance with Hilton operating procedures, standards and total guest satisfaction.

Example of Duties
Essential Functions
1. Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, address the guest by name, listen carefully to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
2. Complete the registration process by obtaining data from the guest and/or reservation print out. Input information via computer or through a manual process. Confirm pertinent information, including number of guests, room preference, special requests and departure date. Confirm room rate visually, do not announce it. Select room in accordance to the guest’s needs, i.e.: number of beds, smoking/non-smoking, ground floor, etc. Provide folders containing room keys, non-verbally confirming the room number. Complete reservation requests utilizing similar format as check in process.
3. 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. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer or manual system.
4. Promptly answer the telephone, within three rings at the service promise help desk and front desk. Use your name when answering, speak clearly and in a pleasant tone of voice. Take and deliver accurate and timely guest messages, either manually or via the computer system. Deliver mail, small packages and facsimiles for customers as requested.
5. Close guest accounts at time of check out and ask the guest how they enjoyed their stay. In the event of dissatisfaction or dispute, negotiate compromise, which may include authorizing revenue allowances.
6. Remain calm and alert, especially during peak check in/check out times or during heavy hotel activity or in the event of an emergency.
7. Problem solve, resolve all customer issues. Utilize CRM to WOW guests.
8. Motivate all front office personnel with the daily supervision to include staffing, training, discipline, and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction.
9. Complete all other duties assigned by your supervisor or manager.

1. Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, address the guest by name, listen carefully to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
2. Balance the income and allowances for each individual department. Verify the correctness of each guest room rate and adjust as needed.
3. Complete the registration process by obtaining data from the guest and/or reservation print out. Input information via computer or through a manual process. Confirm pertinent information, including number of guests and dates of stay. Confirm room rate visually, do not announce it. Select room in accordance to the guest’s needs, i.e.: number of beds, smoking/non-smoking, ground floor, etc. Provide folders containing room keys, non-verbally confirming the room number. Complete reservation requests utilizing similar format as check in process.
4. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer or manual system.
5. Promptly answer the telephone, within three rings. Use your name when answering, speak clearly and in a pleasant tone of voice. Take and deliver accurate and timely guest messages, either manually or via the computer system. Deliver mail, small packages and facsimiles for customers as requested.
6. Close guest accounts at time of check out and ask the guest how they enjoyed their stay. In the event of dissatisfaction or dispute, negotiate compromise, which may include authorizing revenue allowances.