Guest Service Agent / Associate

Job description

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, behaviours, 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

What will it be like to work for Hilton?

The future of hospitality is bright at Hilton: a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture, and we are consistently named among one of the World’s Best Workplaces.

We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative programs and benefits such as workplace flexibility, career growth and development, and our  Go Hilton Team Member Travel  discount program. Hilton prioritizes understanding and integrating our Team Members’ unique perspectives and voices—along with those of our Guests, Owners, Suppliers, and Partners—to cultivate a diverse and inclusive environment for all. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!

We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of his or her role, and to receive other benefits and privileges of employment. Please contact us to request accommodation.