Ability to follow all appropriate policies and procedures while constantly striving to improve all standards of operation.
Ability to follow safety and security procedures and will not pose a direct threat to the health/safety of self or others.
Ability to plan, prioritize, organize, maintain concentration, and complete all work assigned.
Ability to focus attention to performance of tasks despite frequent, stressful or unusual interruptions.
Ability to communicate calmly with irate Guests, co-workers or supervisors in sometimes tense situations.
Ability to perform job functions with minimal supervision.
Ability to work cohesively with co-workers as part of a team.
Treat co-workers and guests with courtesy, friendliness and respect and provide responsive service.
Ability to meet or exceed productivity and performance standards and complete tasks as assigned by supervisor or manager.
Ability to understand and carry out instructions in verbal, written or diagram form.
Ability to understand Guests' service needs.
Ability to adhere to work schedule and arrive on time in a neat and alert condition and adhere to company dress standards.
Ability to follow all appropriate policies and procedures while striving to improve all standards of operation.
Ability to interact with people, particularly in resolving complaints and problems.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES
Balance all department accounts.
Reconcile front desk postings and investigate discrepancies.
Balance Food and Beverage cashiers' paperwork to Micros report.
Balance all credit cards to both Micros and PMS systems.
Audit room rates and market codes.
Posts room and tax to all occupied rooms.
Run "End of Day" reports for both POS and PMS systems. Closes the day.
Completes Management reports and distributes accordingly.
Review Front Desk log when coming on shift and record pertinent information as needed throughout shift.
Post charges to individual room or master account.
Welcome and register guests expeditiously, provide information to guests as needed, obtain identification and credit/check approval as directed by hotel policy. Verify rate and departure date. Confirm and modify information required to complete the registration process.
Process accounts of departing guests.
Resolve guest problems and complaints.
Receive advance deposits at the desk for future reservations and process as per policy.
Adhere to guest safe deposit box procedures.
Adhere to policies regarding handling of employee's cash bank.
Reconcile all charges and cash received during shift and prepare drop. Have drop witnessed.
Answer all guest questions accurately and resolve problems in a timely manner ensuring guest satisfaction. Authorize revenue allowances as allowed by hotel policy.
Sell guest rooms, food & beverage outlets and seasonal hotel promotions.
Review Front Desk log when coming on shift and record pertinent information as needed throughout shift.
Post charges to individual room or master account.
Complete tasks on daily checklist.
Communicate with other hotel departments to maintain a high level of guest satisfaction.
Sell Hhonors Program to guests.
Process mail, messages, faxes and packages.
Responsible for knowledge of groups and functions in the Hotel on a daily basis.
Ensure all equipment is in operation order and all supplies are up to par. Report equipment that needs repair or supplies that need to be ordered.
Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
Be a Team Player and encourage the teamwork attitude among staff.
Attends department and inter-departmental meetings.
Notify management of any pertinent information related to shift activities.
Be knowledgeable in all hotel emergency procedures.
Ensure areas are free of safety hazards and performs all duties in a safe and efficient manner.
Ensures total guest satisfaction.
Follow supervisor's instructions and performs other duties as directed or assigned
Hilton Washington Dulles Airport
Jul 02, 2025