Guest Service Agent / Associate

Job Description

Job Description: Guest Service Agent / Associate

A Guest Service Agent provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required.

RESPONSIBILITIES:

As a Guest Service Agent, you will be a part of the Front Office Team, providing services for Guests to contribute to an overall exceptional experience. Your responsibilities will include:

- Achieve positive outcomes from Guest queries in a timely and efficient manner.
- Ensure an efficient reception experience for Guests, including check-in/out, and complete audit procedures as required.
- Keep the Guest Service Manager fully aware of any relevant feedback from guests or other departments.
- Demonstrate a high level of customer service at all times.
- Attend appropriate training courses when required and assist with the Night Team's training and development efforts.
- Demonstrate knowledge of hotel room categories, room rates, packages, promotions, and other general product knowledge necessary for daily duties.
- Maximize room occupancy and use up-selling techniques to promote hotel services and facilities.
- Use correct procedures regarding the acceptance of foreign currencies, credit cards, and cash in accordance with the hotel credit policy.
- Comply with hotel security, fire regulations, and all health and safety legislation.
- Act in accordance with policies and procedures when working with front-of-house equipment and property management systems.
- Follow company brand standards.
- Assist other departments as necessary.

QUALIFICATIONS AND EXPERIENCE:

To successfully fill this role, you should have:

- Previous experience in a customer-focused industry.
- Positive attitude and good communication skills.
- Commitment to delivering a high level of customer service.
- Excellent grooming standards.
- Calm, efficient, and organized with great attention to detail.
- Ability to multi-task while maintaining a positive attitude when working with a Guest.
- Professional manner with an emphasis on hospitality and guest service.
- Ability to work on your own and as part of a team.
- Competent level of IT proficiency.

ADVANTAGEOUS CAPABILITIES:

It would be advantageous in this position for you to demonstrate:

- Previous experience in cash handling.
- Front Office/Concierge experience in the hotel, leisure, and/or entertainment sectors.
- Conflict resolution experience.

ADDITIONAL NOTES:

Guest Service Agents serving Hilton brands are always working on behalf of our Guests and working with other Team Members. 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 locations worldwide. 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.

About Us
In the nearly 100 years since our founding, we have defined the hospitality industry and established a portfolio of 14 world-class brands, including our flagship Hilton Hotels & Resorts brand, which is the most recognized hotel brand in the world. Our premier brand portfolio also includes Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Canopy by Hilton, Curio Collection by Hilton, Tapestry Collection by Hilton, DoubleTree by Hilton, Embassy Suites by Hilton, Hilton Garden Inn, Hampton by Hilton, Tru by Hilton, Homewood Suites by Hilton, Home2 Suites by Hilton and Hilton Grand Vacations. We have more than 69 million members in our award-winning customer loyalty program, Hilton Honors.