Guest Service Agent / Associate

Job description

Position Purpose

To be a passionate host and highly collaborative member of the guest operations team who delivers brand-specific customer experiences, mainly in FO but also in F&B.

 

Duties & Key Responsibilities

Being a Great Team Member

·        Come to work every day with a big smile on your face

·        Be a reliable and motivated member of the guest operations team

·        Communicate clearly and constructively with other team members to help deliver great guest experiences at our hotel.

·        Be a role model for others by demonstrating brighthearted, passionate, friendly brand-specific guest service at all times

·        Always deliver ‘fair share’ in team tasks and support colleagues whose workload may temporarily be heavy, this includes helping out in housekeeping, F&B service and stewarding

·        Show interest in learning new skills and acquire new knowledge every day

·        Provide constructive suggestions/feedback to your Line Manager on products, processes and procedures to contribute to our continuous improvement efforts

·        Be aware of planned team meetings and learning sessions and attend as required

·        Participate positively in pre and post shift briefs and hotel team huddles and apply learning the next day

·        Volunteer to participate in company campaigns like Travel with Purpose or TM committees

·       Execute duties as assigned by the Guest Operations Manager, FO Team Leader and Supervisors

Front Office Specifics

·        Organise the ‘work area’ to be able to deliver brand-specific customer service from welcome to good-bye

·        Deliver exceptional customer service in all shifts (early, late, night) and enrol Hilton Honors members

·        Demonstrate an awareness of guest priorities, anticipate needs, build rapport and resolve guest problems very quickly

·        Close guest transactions on FO effectively, solicit feedback, and deliver a memorable goodbye (checkout)

·        Stay up-to-date in terms of received Guest Feedback (SALT, Social Media)

·        Regularly attend mandatory F&B service trainings to be ready to work shifts in F&B service

·        Duties of a FO Host when scheduled to work in F&B can include the order-taking, delivery of any food and/or beverage items, and clearing of tables