Front Desk Agent

Hilton Garden Inn, Scottsdale Old Town | CSM Lodging Services - Scottsdale, AZ (30+ days ago)3.1


This position is responsible for anticipating guest needs, exceeding expectations and implementing creative solutions to provide exceptional service. This position is responsible for processing check-ins/outs, securing payment, verifying and adjusting billing, and assisting guests with reservations and requests in a friendly, professional and timely manner, while following CSM high standards of quality to ensure guest satisfaction. Complying with quality assurance and expectations.

  • Anticipates and responds to guests in a friendly and positive manner.
  • Responsible for providing the highest level of service.
  • Process check-ins and check-outs, verify billing, create reservations, and process special requests.
  • Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services.
  • Works as a team player in meeting guests needs, and actively contributes to the efforts of other departments when necessary.
  • Understands and follows CSM guest service recovery program.
  • Follows proper selling techniques and ensures strategies are utilized to maximize room revenues.
  • Monitors room availability, follows restrictions, and all booking policies and procedures.
  • Drives sales and maximizes revenue by up-selling rooms and amenities.
  • CSM procedures when handling cash and processing financial transactions.
  • Responsible for proper use of all equipment and adheres to cost controls to reduce expenses and waste.
  • Produces required volume of work by planning, organizing and prioritizing work duties.
  • Adheres to CSM general work rules and department procedures.
  • Attends all required department and hotel meetings.
  • Maintains a clean and safe work area in compliance with CSM, brand, local, state and federal regulations. Follows all CSM procedures for guest/associate incidents.
  • Knowledgeable of hotel emergency procedures.
Competencies/Skills Required: 1+ years prior guest service experience required preferably in a hospitality setting. Excellent verbal communication skills needed. Attention to detail, customer focused and the ability to perform job duties in a fast paced environment.

Education: High school diploma or GED required.

Physical Requirements: Ability to lift, push and pull up to 75 pounds on an occasional basis.