Job Description
As a Guest Services Agent, you are the face of the hotel. Your primary mission is to deliver outstanding guest service while driving financial profitability. This is achieved through warm welcomes, efficient transactions, proactive problem-solving, and the active promotion of hotel amenities and upsell opportunities.
Responsibilities
- Registration & Arrival Experience ("On Stage")
- Complete Check-In Process: Input and retrieve data from the property management computer system to officially register arriving guests.
- Verify Details: Confirm critical reservation details, including the exact number of guests and the agreed-upon room rate.
- Strategic Room Assignment: Make thoughtful room selections based on specific guest preferences and needs.
- Secure Key Coding: Program electronic room keys accurately.
- Discreet Communication:Non-verbally confirm the room number and room rate during the check-in process to protect guest privacy.
- Loyalty & Marketing: Promote and administer the Hilton Honors program and other marketing initiatives to arriving guests.
- Orientation & Welcome: Ensure the guest knows exactly how to locate their room, arrange for a team member to accompany them if needed, and present their welcome packet (keys, amenities, gifts, etc.).
- Financial Precision & Check-Out
- Billing Accuracy: Ensure all rooms, taxes, and incidental services are correctly accounted for on the guest statement.
- Payment Processing: Assist guests with check-out payments. Securely accept and record various payment methods, including credit cards, vouchers, traveler's checks, and direct charges.
- Guest Relations & Communication
- Sincere Welcomes: Greet every customer immediately with a friendly, positive, and clear speaking voice.
- Information Hub: Actively listen to guest requests and provide accurate details regarding outlet hours, special VIP programs, property events, and local information.
- Correspondence Management: Promptly and professionally answer telephone calls and email inquiries.
- Handling Deliveries: Retrieve and log mail, packages, faxes, or other special items for guests upon request.
- Problem Resolution & Service Recovery
- Complaint Ownership: Field guest complaints (e.g., billing discrepancies, room temperature issues) by conducting thorough research to find the most effective, mutually agreeable solutions.
- Cross-Departmental Collaboration: Receive special requests and swiftly coordinate with other team members to ensure prompt execution.
- Composure Under Pressure: Remain calm, alert, and focused during emergency situations or periods of heavy hotel volume. Use experienced judgment and discretion to execute safety and service steps seamlessly.
Qualifications
What It Takes to Make the Stay
At Hilton, Our Core Values Define What It Takes To Succeed Here And Guide The Qualities We Look For In Every Team Member
A passion for spreading the light and warmth of
Hospitality. Acting with
Integrity and always doing the right thing. Inspiring others through
Leadership. A belief that
Teamwork drives the best outcomes. A sense of
Ownership and accountability. And a focus on the
Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.
In addition, we look for the demonstration of the following key attributes in our Team Members:
- Ability to arrive to work on time and when scheduled.
- Considerable skill in the user of a calculator to prepare moderately complex mathematical calculations without error.
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
- Ability to read, listen and communicate effectively in English, both verbally and in writing.
- Ability to access and accurately input information using a moderately complex computer system.
Experience:
- 1-2 years of prior guest services experience are preferred. Prior hospitality experience also preferred.
