Guest Service Agent

Our hotel is currently seeking qualified candidates for the position of Guest Service Agent.

First impressions mean everything! What you do the second a guest walks through the door sets the expectation for the rest of their stay. Making a guest feel at home as soon as they walk in is essential in any successful operation. Whether it is a family getting away or a business guest traveling for work, you mold your check in to better suit each guest individually. Serving guests at the front desk while providing the highest level of service possible in an efficient, courteous, and professional manner by the brand standards.

Duties and Responsibilities:

· A guest service representative must deliver an exceptional guest experience that ensures all needs are met while maintaining a positive environment and working closely with all hotel team members.

· Effectively greets, responds to, and resolves all guest inquiries and problems in a positive, timely, and productive manner both in person and on the phone.

· Resolve any guest issue that may arise by listening, empathizing, apologizing, resolving, and notifying.

· Productively and cheerfully respond to guests’ requests, such as, local information, restaurants, transportation, entertainment options, and directions.

· Work productively with the sales staff and all other staff to provide excellent guest experiences.

· Perform all daily tasks/processes in an efficient, accurate, and timely manner.

· Successfully follow the check-in and check-out processes in a friendly, accurate, and timely manner, including pre-assigning VIP guests and following the guest preference program (gifts, welcome notes, etc.).

· Complete all billing, paperwork, as assigned including following hotel policy on cash banks, working with other departments.

· Stay current with developments in the hotel by regularly reviewing and updating the communication log.

· Ensure the lobby, front desk and business area are clean and fully supplied.

· Must possess basic computer skills, i.e., Word, Excel, etc.

· Must be able to multi-task.

· Must have schedule flexibility for both AM/PM and possibly overnight shifts, weekends, and holidays.

· Required to conduct and follow CDC Guidelines and brand cleaning standards due to COVID-19. These high touch/high traffic public area cleaning standards include, however are not limited to the following:

o Interior and exterior doors, handles, door frames in common areas including restrooms, storage rooms, fitness center, pool, and Market.

o All public restrooms.

o Front Desk counter tops, credit card machines and other surface areas.

o Elevator cabs, inside and out, including buttons on landing areas.

o Business Center computer, keyboard, mouse, printer, desks, and counter tops.

o Fitness Room equipment, towel hamper, and any additional surface areas.

o Pool and Patio Area chairs and tables, towel hamper, and any additional surface areas.

Position Experience and Requirements:

· Valid Driver’s License.

· High School diploma or equivalent experience.

· Minimum of one years in customer service industry.

· Previous hotel experience preferred, Hilton experience, a plus.

Note: This job description in no way states of implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

Additional Expectations:

1. Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.

2. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation.

3. Speak with others using clear and professional language; answer telephones using appropriate etiquette.

4. Develop and maintain positive working relationships with others; support team to reach common goals.

5. Comply with quality assurance expectations and standards.

6. Stand, sit, or walk for an extended period. Move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds without assistance.

7. This hotel operates seven (7) days a week and twenty- four (24) hours per day. All employees both management and hourly must realize this fact and be willing to hold a flexible schedule that includes nights, weekends, and holidays.

Job Types: Full-time, Part-time

Benefits:

• Employee discount
• Flexible schedule

Schedule:

• 8 hour shift
• Day shift
• Night shift
• Weekends as needed

Work setting:

• In-person

Work Location: In person