Guest Service Agent

Title:  Guest Service Agent  Job Description: Ensures hotel guest satisfaction and revenues are optimized through check-in, check-out and attentive coordination of hotel services for the guest. Typical Work Conditions: Located in the Lobby of the HotelEquipment Used:Computer, key machine, printer, luggage cart, telephone, fax, copier, phone console.Knowledge/Training: ·        Fluent English, read and write necessary.·        2nd language helpful·        Customer service experience helpful·        Previous front desk experience helpful ·        Brand experience helpful Essential Tasks:·        Registers guests in and out of the hotel in a prompt, courteous and timely manner.·        Upsells hotel rooms according to standard.·        Prepares for group check in/out and responds to hotel service requests.·        Processes customer payments according to established policies and procedures.·        Responsible for balancing drawer at end of shift.·        Handles all incoming phone calls.·        Notifies supervisor of incidents that affect normal business operations or guest services.·        Book guest reservations.·        Selling and upselling rooms to “walk-in” customers.·        Maintaining daily logs.·        Balancing shift work and cash drawers.·        Listening for or anticipating and responding to guest complaints. ·        Use established greeting when answering the phone or meeting guests in person.·        Promote, answer questions about, and enroll in Hilton’s Honors program.·        Handle guest complaints and pass on to Manager or Supervisor if you unable to handle it.·        Review Front Office logbook daily to monitor all activities.·        Maintaining updated information on room availability, reservations and guest messages through KIPSU. ·        Review SALT, Trip Advisor, for Alerts, and either respond, or reach out to next Manager or Supervisor who comes on shift. ·        Review CRM report for all guest requests.  PHYSICAL DEMANDS SUMMARY  ACTIVITY FREQUENCY ACTIVITY FREQUENCY NOFC NOFC Lift/Carry:         10 Lbs. or less  X Twist/Turn  X 11 – 20 Lbs.  X Climb X  21 – 50 Lbs.  X Crawl X  51 – 100 Lbs. X  Reach Above Shoulder   X100 Lbs. X  Reach Outward   X     Handling/Fingering   X Push/Pull:    Stand    X12 Lbs. or less  X Walk   X13 – 25   Lbs.  X Sit X  26 – 40   Lbs.  X      41 – 100 Lbs. X  Drive:         Automatic N/A         Standard  N/A    Bend  X      Squat/Kneel  X