Guest Service Agent - FT

Scope of Position:

Operate the functional areas of guest registration, bell services, telephone services, and guest reservations to ensure guest satisfaction and maximize hotel profitability.

Primary Responsibilities:

• Resolves guest complaints to the satisfaction of the guest; responds promptly to any guest request for service.
• Maintains a “can do” and a “guests first” attitude at all times.
• Works as a member of the overall hotel team to ensure that each guest has an experience that exceeds their expectations
• Attends scheduled training sessions within the hotel as dictated by the Hilton brand and the hotel management.
• Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, security of monies, guest security and emergency procedures as established.
• Abide by established procedures for hotel accounting, credit control and handling of financial transactions.

Requirements:

• Previous hotel Guest Service experience a plus
• Must be willing to work a variety of day/night and weekend shifts.
• Must be able to read, write and speak English.
• Requires strong organizational skills.
• Must be able to work independently.
• Able be able to be on your feet for long periods of time.
• Able to lift at least 20 pounds.
• Excellent people skills and an energetic personality.
• Meet/exceed customer and team expectations.
• Computer experience strongly desired.
• Cash handling experience

RELATIONSHIPS

• Internal: Hotel Employees: to receive information regarding guest needs or complaints.
• External: Hotel Guests: to provide customer service.

QUALIFICATIONS

Education/Experience: High School Diploma or Equivalent

Certification: None

Skills:

• Interpersonal skills
• Computer aptitude
• Communication
• Organizational
• Customer service orientation