Please review the new Innspector Information and Login Credentials for Front Desk
A Guest Service Representative is responsible for tending to the need of guests, during their stay especially during the check-in/check-out processes. Essential job functions include: maintaining guest privacy, providing information to guests about hotel policies, services and amenities; responding to requests for assistance and information; providing information to guests about the local area (e.g. directions, places to eat); selling rooms to "walk-in" customers; entering/changing reservation information on the computer system; accurately posting charges to guest accounts; processing payments from guests; making necessary corrections to guest accounts; informing housekeeping department about room status/availability; listening to and responding to guest complaints; operating hotel switchboard and VM system; taking messages for guests/employees; cleaning the front desk area; maintaining daily logs; balancing shift work and cash drawers; meeting hotel standards for guest service and work habits; wears wardrobe/ uniform assigned based on current brand standards; utilizes brand appropriate Service Skills on a daily basis; and any other duties as assigned.
DRESS CODE: You are the face of the company. You are to be in a professional manner and dress in a professional manner as well. You will be provided uniforms paid by the hotel. Please provide your manager your uniform sizes if you have not already done so. If you have not received a uniform yet, please dress accordingly: Business casual, no jeans, no tights/ leggings, no revealing/ tight clothes, shoes must be closed toe, closed heel. Make sure you maintain good hygiene
Being punctual is very important! Make sure you are always on time and if you going to be late, please call the hotel and let management know. If you are to call out from a shift, you need to call 3 hours in advance or you will be held responsible.
Welcome any guests that walk into our lobby.
If they come to the desk, ask “how may I assist you?” instead of “are you checking in?” They could be here for something else.
If they are checking ask for their last name and confirm the first name when you find it.
ALWAYS check their ID and card on file. If their name is not on the room they cannot check into the room unless confirmed by guest on reservation.
If they are a Hilton honors member, thank them for their loyalty. If they are not a Hilton honors member, make sure you get all their information (address, phone number, email) always ask if they would like to join the Hilton honors program. You get incentives if we meet our monthly goal of Hilton honors enrollments.
After getting all of their information, confirm how many nights they are staying and if it is 2+ plus, ask if they would like housekeeping service and put it in the guest request on their reservation.
Assign their room according to their needs.
Check in the room, it will ask if you would like them to insert their card, click YES always for them to insert their card unless they are Gold/Diamond. Gold/Diamond just confirm last 4 digits of card.
Give them room keys and let them know our restaurant hours and where the elevators are and say “my name is ____, if you need anything please let us know and enjoy your stay!”
3rd party reservations are reservation booked through Booking.com, Expedia, Priceline, Agoda, Travelweb, FitCC, etc.
3rd party reservations cannot be modified or canceled. Let them know they have to go through the company they booked with for any modifications or cancelations.
Make sure their receipts are split correctly unless it says hotel collect, collect payment from guest in the comments.
Once they are split make sure rate & receipt for room charge is hidden, do not disclose the rate they booked with them.
Set all 3rd party reservations to tax exempt, except booking.com.
Make sure you get all guest information (address, phone number, and email)
Check in as usual
Greet guest & ask how you can assist them.
Ask did they enjoy their stay.
If they are checking out, find their reservation by last name or room number. If you search the room number always confirm guest name.
Make sure the “remaining auth” is not red. If the amount is red then that means we need to collect that amount of money before checking the guest out.
After you collect the payment, ask if they would like an emailed receipt or a printed copy.
If they prefer a printed copy make sure you hard charge the card before printing the receipt.
Then click the flag to check them out.
Only SILVER, GOLD, DIAMOND receive 2 bottles of water at check in. Do not give them extra waters at checkout unless requested.
Only GOLD, DIAMOND have the options of the Daily food and beverage credit or 750 bonus points. Always ask their preference at check in.
Food and Beverage Credit is 10$ per person per NIGHT, limited to 2 people per reservation, for a total maximum of 20$ per NIGHT. Can only be redeemed for one room if they have multiple booked. This can only be used for Food/Non-Alcoholic Beverages at the gift shop, restaurant, and breakfast.
Gold and Diamond receive complementary upgrades if there is availability.
Diamond members receive access to diamond parking. It is marked in the front parking lot and the back parking lot.
Diamond members do get the premium internet for free, BUT they have to sign in using their HHONORS number
Q2- 2 Queen Bed Standard
K1- 1 King Bed Standard
Q2RRD- 2 Queen Bed Roll In Shower
K1RRJ- 1 King Bed Roll In Shower
K1RRC- 1 King Bed with Accessible Tub
Q2RRC- 2 Queen Bed with Accessible Tub
K1RRV- 1 King Bed Hearing Accessible
Q2RRV- 2 Queen Bed Hearing Accessible
We do not have any suites, only standard hotel rooms. All rooms come with mini fridge, microwave and Keurig.
All employees can get 25% breakfast, dinner or marketplace. Employees can have free fountain drinks from the kitchen as well.
Employee parking is in the back parking lot.
We do not allow locals within a 50 mile radius unless approved my manager.
Drinks or food not allowed at the desk unless it is a bottled drink.
You are allowed a 30 minute unpaid break if someone is here to cover. (Coworker/manager) Small breaks can also be covered if someone is here and able to cover for you.
If you are morning shift, please use the walkie to communicate with PAC, Maintenance, Housekeeping throughout day as needed. Check back of walkie for codes to use if necessary.
If you are morning shift, please check all of your towels, tissues, toilet paper and use the walkie to call PAC to stock as needed.
Any packages delivered need to be placed in back office right away. Do not leaving sitting in the front unless it is a big order. If it is a big order, call PAC or Maintenance to come and pick them up.
Always check packages for guest names if it is not for the hotel and notify guest their package is here.
We need to remain at the desk at all times unless you have someone to cover for you.
We have lockers in the breakroom for personal use, but you are more than welcome to leave your stuff in the back office.
ImpulsePoint 2.0 just released on 05/15, In order to sign in you will need to accept a invite sent to your front desk email to use the system. This invite will be sent from management, once accepted in order to sign in you will need to use your front desk email and the password you choose.
If you did not receive an email, please talk to management about getting your email in the ImpulsePoint system.
Monday- Saturday sale hours are 7am to 2am, meaning you cannot sell alcohol between 2am to 7am Monday through Saturday
Sunday sales hours are 12pm to 12am, Meaning you cannot sell alcohol from midnight to 12pm on Sundays
Check ID's for EVERYONE!!
The legal drinking age is 21, you must see a valid ID.
Is someone appears intoxicated you are to decline the sale, no matter what, get an MOD if you have an issue.
A person must present an up-to-date VALID ID to purchase alcohol. (not expired, not damaged, clear image)
This is a very serious responsibility, you can personally be held liable, and fined if you do not follow these rules, not just the company.
If you ever have any doubt, or questions get a MOD
Never be afraid to refuse a sale!
To the Left is a printout of all ABC Laws and Regulations for NC, in case a guest wants you to print it out for them.
A: Alpha B: Bravo C: Charlie D: Delta E: Echo F: Foxtrot G: Golf H: Hotel I: India J: Juliet K: Kio L: Lima M: Mike N: November
O: Oscar P: Papa Q: Quebec R: Romeo S: Sierra T: Tango U: Uniform V: Victor W: Whiskey X: X-Ray Y: Yankee Z: Zulu
Guests will be able to bypass the desk
This will check rooms in, so always check inhouse if someone comes up
Only check ID for Silver-Diamond
Blue members will still have to stop by the desk, you ONLY have to verify their ID
Digital key will not be issued on a declined card
Gold and Diamond members are still eligible for their HHONORS benefits.
To access giving a guest a digital key you will just log-in to the "eCheck-in Dashboard"
For the connected room TVs, if a guest has set a parental controls passcode and forgot the code, the master code to unlock it is 9881. Do not share this code with guests
In order for guests to connect to the internet, they will have to be checked in, then connect to the hilton honors wifi network. This will pull up a webpage asking for their last name on the room and the room number. If those do not work, give them the promotional code: avlgi to connect as well.
If a guest seems unsure, always check the DNR (Do not Rent) list tab on the HGI Portal, to confirm we have not had an issue with them in the past.
Never give guests keys until you make sure the card approves.
Always get all information for guests who don't have an address, phone number, etc. ESPECIALLY check for this with 3rd party reservations.
Reading the notes in a reservation can HELP you tremendously. This will tell you when there are CC auths, special instructions on the reservations.
Do not swipe over a method of payment on the "B" receipt if there is a door, this has been set up this way for a reason.
Always verify guest information before giving a guest a key, or letting them into a room.
Do not offer pool at Hampton unless guest are pushing back a lot.
Innspector is used to put in work requests, which are sent out to our maintenance and management team. If there is ever a maintenance request, create a work ticket through innspector, the login for front desk is:
User: audit.avlgi@outlook.com
Password: Hilton1!
When creating a work ticket, please make sure to include a detailed description as well as photos if possible. Please send these work requests to the following people every time: AVLGI Management, Brad Durden, Hajji Grape, the chief maintenance and maintenance assistant.
3rd party reservations are reservations booked through Booking.com, Expedia, Priceline, Agoda, Travelweb, FitCC, etc.
3rd party reservations cannot be modified. Let them know they have to go through the company they booked with for any modifications.
How to Spot It
Checking the Booking Remarks is important for every reservation, but especially important for 3rd Party bookings as it will tell you how the billing is supposed to be setup. A VCC booking will have a message in the booking remarks similar to this: “Charge Virtual CC for Room, tax. Guest to settle incidentals. BookID:123456789 NightlyRates:172.0,171.0,”
Also. check the Rate Icon on the stay tab, by clicking on the small upward arrow, this will have a rate description which will usually tell you exactly how the billing setup is supposed to be setup. Also if it is already setup as tax exempt, and hidden (Shown by the symbols next it) That means it is a VCC booking.
What it means:
The third-party has already paid room + tax via the VCC on file.
The guest is responsible only for incidentals.
Check-in Procedure
Split the Folio (Should already be setup this way if the reservation was booked correctly)
Folio 1: Room & tax charges.
Folio 2: Incidental charges.
Set Tax Exemption (Should already be setup this way if the reservation was booked correctly)
Note: Tax Exemption applies to Expedia, Agoda/Priceline, Booking.com, and other major OTAs. Not all 3rd party reservations are tax exempt, check the booking remarks on if the reservation should be tax exempt if it is not a major OTA that booked the reservation.
On Folio 1, mark room + tax as tax-exempt.
Authorize the VCC
Authorize the full amount on the VCC.
Collect Incidentals Card
Ask the guest for a personal credit card to authorize the standard $25 incidental hold on Folio 2.
How to Spot It
A guest pay booking will have a message in the booking remarks similar to this: “PAYMENT DUE FROM GUEST CC AT CHECK-IN. NO HONORS POINTS AWARDED. BookID:123456789 NightlyRates:155.0 IATA_Code12345678 Approximate time of arrival: between 17:00 and 18:00 NonSmoking”
What it means:
The guest’s own card on file will be charged for room, tax, and incidentals at the property. Checking in these reservations are basically the same as checking in a reservation booked through hilton.
Check-in Procedure
Confirm Guest’s Card
Verify the personal credit card on file or swipe a new card.
Post Charges
Charge room + tax and authorize incidentals all on one folio, unless the guests prefer a different billing setup.
If you are unsure of a reservation, let an MOD know.
Key points:
Always have Kipsu opened and notifications enabled to ensure we see every message from a guest.
If a guest has opted in, we need to send a welcome message within 15 minutes from check-in.
We need to respond to a guest message within 5 minutes from receiving it.
The Kipsu link is available through The Lobby using these steps:
Login to the Lobby
On the top of the homepage, select "My Apps/Reports"
Select the application named "Kipsu Guest Messaging"
How KPI is Determined:
Number of Conversations ➗ Room Count of Property ➕ Teams Average Response Time = KPI
ONLY gold and diamond are eligible for Food and Beverage Credit OR 750 bonus points.
Food and Beverage Credit is 10$ per person per NIGHT, limited to 2 people per reservation, for a total maximum of 20$ per NIGHT. This can only be used for Food/Non-Alcoholic Beverages at the gift shop, restaurant, and breakfast.
Gold and Diamond receive complementary upgrades if there is availability.
Diamond members receive access to diamond parking. It is marked in the front parking lot and the back parking lot.
Diamond members do get the premium internet for free, BUT they have to sign in using their HHONORS number.
ONLY silver, gold and diamond members receive free waters upon check in.
How to get to it: This excel sheet will be found in files in the computer G Drive. It is G Drive -- Front Desk -- Front Desk Forms -- Shift Cash Count 2023
AM & PM Shift Instructions: When opening and closing your shift, your shift does not open the template anymore. All you have to do once you get to Shift Cash Count 2023 is click the current month, then the current day. Count your cash in your shifts slot, then hit file -- Save. You will never hit Save as then save as a new file.
Audit Instructions: Audit is responsible for filing the cash count file properly. This is exactly like how it used to be, except upon opening your shift, you will click on the current month, the current date, fill out your cash count slot and hit file save. This is exactly like AM and PM Shift. The recent change is in how you close your shift. Upon closing, open a new cash count sheet called cash count sheet V2. Count your drawer like normal. Now upon saving it, you will go to file -- save as -- browse -- click the current months folder -- save the excel sheet by naming it the current date. (ex. you are closing on 01-25-23, you will name the sheet "01-25-23.")Make sure the file name is correct, and is saved in the proper folder. Only night audit should be doing this, its the same process as the old cash count sheet however only audit is filing.
Please first make sure management has set up your team member go Hilton login.
Login to the Lobby using your user and password.
On the top of the page, there should be a drop down menu called "My Links," click that, which should then display multiple links for you. Click the "Go Hilton" link.
You should then be on the go Hilton home while also still in the lobby.
On the lower right side of the page, there should be a grey box with the title "Quick Links" and in that box, click the "Add/Remove Family & Friends"
A disclaimer will pop up reaffirming that you are being directed to the go Hilton account application. Press continue to application.
On the right side of the screen, your friends and family list should be displayed. In order to add them onto your list, you will need their first and last name as presented on their HH account and their HH number.
Team members have up to 30 nights with the team member discount and 70 nights with the friends and family discount per year.