Title:
Guest Service Agent
Job Description:
Ensures hotel guest satisfaction and revenues are optimized through check-in, check-out and attentive coordination of hotel services for the guest
Typical Work Conditions:
Located in the Lobby of the Hotel
Equipment Used:
Computer, key machine, printer, luggage cart, telephone, fax, copier, phone console
Knowledge/Training:
- Fluent English, read and write necessary
- 2nd language helpful
- Customer service experience helpful
- Previous front desk experience helpful
- Brand experience helpful
Essential Tasks:
- Registers guests in and out of the hotel in a prompt, courteous and timely manner
- Upsells hotel rooms according to standard
- Prepares for group check in/out and responds to hotel service requests
- Processes customer payments according to established policies and procedures
- Responsible for balancing drawer at end of shift
- Handles all incoming phone calls
- Notifies supervisor of incidents that affect normal business operations or guest services
- Book guest reservations
- Selling and upselling rooms to "walk-in" customers
- Maintaining daily logs
- Balancing shift work and cash drawers
- Listening for or anticipating and responding to guest complaints.
- Use established greeting when answering the phone or meeting guests in person
- Promote, answer questions about, and enroll in Hilton's Honors program
- Handle guest complaints and pass on to Manager or Supervisor if you unable to handle it.
- Review Front Office logbook daily to monitor all activities
- Maintaining updated information on room availability, reservations and guest messages through KIPSU
- Review SALT, Trip Advisor, for Alerts, and either respond, or reach out to next Manager or Supervisor who comes on shift.
- Review CRM report for all guest requests
PHYSICAL DEMANDS SUMMARY ACTIVITY
FREQUENCY
ACTIVITY
FREQUENCY
N
O
F
C
N
O
F
C
Lift/Carry: 10 Lbs. or less
X
Twist/Turn
X
11 - 20 Lbs.
X
Climb
X
21 - 50 Lbs.
X
Crawl
X
51 - 100 Lbs.
X
Reach Above Shoulder
X
100+ Lbs.
X
Reach Outward
X
Handling/Fingering
X
Push/Pull:
Stand
X
12 Lbs. or less
X
Walk
X
13 - 25 Lbs.
X
Sit
X
26 - 40 Lbs.
X
41 - 100 Lbs.
X
Drive: Automatic N/A
Standard N/A
Bend
X
Squat/Kneel
X
- All personnel are subject to work in other areas of the hotel in positions not previously listed in your job description as needed.
- All personnel are expected to work their scheduled days and shifts. Employees are also expected to be able to perform their essential duties with or without any reasonable accommodations.
- Able to embrace our unique culture.
Other details- Job Family New Jobs
- Pay Type Hourly
Apply Now