A Guest Services Agent is responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability. This is an exciting fulll time opportunity within the Hilton group who have once again been recognized by U.S. News & World Report as a leading global hospitality company with 141 honors in the 2021 Best Hotel Rankings!
The ideal candidate for the position will have full availability and a flexible schedule, excellent customer service skill and problem solving skills, a great team player, proven ability to create memorable experiences for customers/guests. 1-2 years previous experience as a hotel guest service agent is preferred but not essential.
What will I be doing?
As a Guest Services Agent, you would be responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:
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
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
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
Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner
Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction
Receive, input, retrieve and relay messages to guests
What are we looking for?
Prior experience in a Front Desk position would be advantageous.
Strong written and communication skills in the English language.
Basic computer and typing skills.
Able to multi-task and remain composed at all times.
Strong desire to provide excellent guest service.
The ability to work well in a team environment.
Able to stand for extended periods of time.
Flexible schedule required to meet the demands of a 24-hour operation, which includes weekends, overnight, and holidays.
Professional appearance and demeanor at all times.
Strong demonstrated ability to handle cash and financial transactions.
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:
In addition, we look for the demonstration of the following key attributes:
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!