Guest Service Agent

Job description

DoubleTree by Hilton Hobart – Guest Service Agent

We are looking for passionate hospitality stars to join our team. 

* Australian Working Rights Required *

 

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travelers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others. 

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.  

About DoubleTree by Hilton Hobart

Hilton’s first hotel in Tasmania - DoubleTree by Hilton Hobart situated in the heart of Hobart within walking distance to the CBD, the waterfront, and Salamanca Place. The hotel will offer 206 well-appointed rooms, a restaurant and bar, two versatile meeting rooms, an indoor swimming pool, and a state-of-the-art fitness center.

 What will it be like to work for Hilton?

Our team members around the world strive every day to bring each guest the special comforts and acts of kindness that are unique to the brand - starting with our signature warm DoubleTree cookie welcome. The DoubleTree by Hilton unique Brand Hospitality of CARE (Create A Rewarding Experience) is a primary reason we have been consistently recognized for our commitment to building a culture of service.

You can expect to receive:

·         A competitive industry rate

·         Worldwide travel discounts at unbelievable rates for you and your friends and family and generous discounts on food and beverage offerings,

·         Free access to growth and development opportunities from top-class providers; Harvard University and LinkedIn Learning just to name a few

·         A workplace culture that fosters personal well-being and gives you free access to Employee Assistance Programs to support your mental and physical well-being

·         Inclusion in a generous bonus scheme, long-term career development planning and opportunities, and

·         Investment in your well-being to include flexible working arrangements that support you in making space for what matters most

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.

What will I be doing?

As Guest Service Agent, you will serve on the Front Office Team, to provide services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. A Guest Service Agent truly influences the first impressions of our Guests and, therefore, are responsible for performing the following tasks to the highest standards:

·         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

·         Ensure that the Guest Service Manager is kept fully aware of any relevant feedback from guests and, 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 a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties

·         Maximize room occupancy and use up-selling techniques to promote hotel services and facilities

·         Use the 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

What are we looking for?

Guest Service Agents serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

·         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

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

·         Previous experience in cash handling

·         Front Office/Concierge experience in the hotel, leisure, and/or entertainment sectors

·         Conflict resolution experience