Front Desk Agent (Overnight) - Arizona Biltmore, A Waldorf Astoria Resort

The historic Arizona Biltmore is looking for an Overnight Front Desk Agent to join the Front Office Team!

Located in the heart of the prestigious Biltmore neighborhood in Phoenix since 1929, this gorgeous 39-acre property reopened in May 2021 after undergoing a $100 million renovation. This iconic hotel has over 700 rooms, over 200,000 square feet in banquet space, and 8 food and beverage outlets (including 2 restaurants, 2 pools, 2 bars, a gelato shop/café, and in-room dining).

• Shift: Overnights, 10:30pm-7am - must have availability to work weekdays, weekends, and holidays.
• Classification: Full-Time

The ideal candidate will be friendly and outgoing with at least three (3) years of customer service experience. Prior front desk experience in a resort environment is a plus.

Want to learn more? Hotel Website, Instagram, Facebook

What will I be doing?

As a Front Desk Agent, you will act as a representative of hotel to all internal and external guests, ensuring that the highest standards of True Waldorf Service are upheld and guest expectations are exceeded through the check-in, check-out process, in person throughout the stay and through telephone communications. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts.
• Comply with hotel security, fire regulations and all health and safety legislation.
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries.
• Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy.
• Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction.
• Follow company brand standards.
• Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards.
• Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.
• Act in accordance with policies and procedures when working with front of house equipment and property management systems.
• Receive, input, retrieve and relay messages to guests.
• Assist other departments, if necessary
• Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy.

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Ownership - We're the owners of our actions and decisions.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Now - We operate with a sense of urgency and discipline.
• Hospitality - We're passionate about delivering exceptional guest experiences.
• Teamwork - We're team players in everything we do.

In addition, we look for the demonstration of the following key attributes:

• Dependability
• Quality
• Customer Focus
• Productivity
• Adaptability

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all!

The Benefits- Hilton is proud to have an award-winning workplace culture ranking #2 Best Company To Work For in the U.S.

We support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits such as:

• Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
• Recognition and rewards programs
• Go Hilton travel discount program
• Best-in-Class Paid Time Off (PTO)
• Access to your pay when you need it through DailyPay
• Team Member Resource Groups
• Debt-free education: Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)
• Career growth and development
• Supportive parental leave
• Health insurance

Work Locations

Arizona Biltmore Resort

Schedule

Full-time

Brand

Waldorf Astoria Hotels & Resorts

Job

Guest Services, Operations, and Front Office