What are the responsibilities and job description for the Guest Service Agent position at DoubleTree Hotel?
Are you outgoing and energetic? If so, this is for you!!
DoubleTree by Hilton is growing strong and is looking for another Guest Agent to join our team!
Our Guest Service Agents represents the hotel throughout all stages of the guests stay. We strive to increase customer satisfaction by providing efficient and courteous Front Desk service in accordance with the standards of DoubleTree by Hilton and Tentac Enterprises. The Guest Service Agent provides consistent service that will exceed both internal and external guests expectations.
Benefits:
Employer Paid Life Insurance
Employer Paid Long Term Disability
Employer Paid Short Term Disability
Paid Time Off
Medical
Dental
Vision
401K with employer match
Flexible Spending Accounts (FSA)
Voluntary Accident Coverage
Voluntary Critical Illness Coverage
Voluntary Life Insurance
As a Hilton employee you are eligible to participate in the Team Member Travel Program.
Job Description
Job Title: Guest Service Agent
Department: Guest Services
Reports To: Guest Services Manager
Effective Date: November 30th, 2023
General Summary:
Represent the hotel to the guest throughout all stages of the guest's stay and increase customer satisfaction by providing efficient and courteous Front Desk service in accordance with the standards of DoubleTree by Hilton and Tentac Enterprises.
Essential Functions:
- Provide quality service to the customer by responding to their requests promptly, efficiently, and courteously during check-in, check-out and throughout stay
- Knows the location and types of available rooms as well as the activities and services of the property
- Retain current clients and grow client base
- Schedule and drive shuttle and limo service to and from area locations
- Answers incoming phone calls, processes reservation/cancellation/modification requests, and transfers calls to appropriate departments
- Performs cashiering tasks like bill / invoice settlement, posting charges to the guest, paid out's
- Reports any unusual occurrences or requests to the manager or assistant manager
- Maintains the cleanliness and neatness of the front desk area
- Handle and store luggage
- Uses suggestive selling skills and company sales programs to maximize revenue and occupancy levels
- Works closely with the housekeeping and maintenance department in the keeping room status reports up to date and coordinates requests for maintenance and repair work
- Knows all safety and emergency procedures, is aware of accident prevention policies
- Know general knowledge of community events and locations
- Maintains a favorable working relationship with all other company employees
- Other duties as assigned by the Supervisor
Communicate with supervisors and co-workers and clients in a courteous manner at all times
Specific Job Knowledge, Skills and Ability:
- Working knowledge of all services and facilities of the hotel
- Ability to assist hotel guests in an effective manner
- Ability to fully follow supervisors directions
- Ability to remember and recite company promotions and information
Qualification Standards
Communication:
Strong communication skills; including the ability to deal effectively with vastly diverse groups of people and guests.
Education:
Preferred: High School Diploma or equivalent
Any combination of education and experience equivalent provides the required knowledge, skills, and abilities.
Computer Skills:
Required: Knowledge of Microsoft Products.
Experience:
Preferred: Front desk experience or other experience in the hospitality field.
Appearance:
All employees must maintain a neat, clean and well-groomed appearance.
Physical Requirements
- Ability to stand for 90% of the work day.
- Reaching by extending hand(s) or arm(s) in any direction.
- Ability to carry items weighing up to 30 pounds without assistance.
- Finger dexterity required to manipulate objects with fingers rather than with the whole hand(s) or arm(s), for example, using a keyboard.
- Ability to move about.
- Ability to see within normal parameters.
- Ability to hear within normal range.
This description is a general statement of required major duties and responsibilities performed on a regular and continuous basis. It does not exclude other duties as assigned.
It is the policy of Tentac Enterprises to comply with all federal and state laws concerning the employment of individuals with disabilities and to act in accordance with regulations and guidance issued by the Equal Employment Opportunity Commission (EEOC)
Tentac Enterprises provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
