Guest Services/Service 360 Concierge Agent

Job description

A Guest Service/Service 360 Concierge Agent provides services for Guests to contribute to an overall exceptional experience from check-in through check-out, including the Communications Room. 

What will I be doing?   

 

As Guest Service/Service 360 Concierge 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. A Guest Service/Service 360 Concierge 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

·         Excellent telephone skills with the ability to promote and inform guests of hotel services, as well as resolve any guest problems encountered

·         Handle all guest queries through entire stay

·         Working knowledge of all departments, particularly Front Office, Housekeeping, Engineering and Food & Beverage

·         Ensure that the Duty 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 and departmental meetings when required

·         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

·         Maintain a clean, healthy, and safety working area

·         Assist other departments, as necessary

What are we looking for?  

 

Guest Service/Service 360 Concierge 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

·         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?  

 

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  global brands .  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.  And, our amazing Team Members are at the heart of it all!