What are the responsibilities and job description for the Guest Service Agent - Hilton Norfolk The Main position at Professional Hospitality Resources, Inc. and Ocean Beach Club LLC?
Overview
Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all SOPs.
Responsibilities
Level One
Handle guest registration and room assignments, accommodating special requests whenever possible. Ability to stand for extended periods of time
Pre-register, block reservations and take same day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies.
Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner
Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc.
Alter room reservations according to procedures
Relocate customers in a professional and courteous manner according to procedures
Inventory guest room keys according to policy and request re-keying as necessary
Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservationist
Verify registration cards against computer to ensure accuracy of name, type of payment, rate, market segment
Greet customers immediately with a friendly & sincere welcome while making eye contact & smiling.
Obtains guest name via luggage tags, or by asking the guest.
Addresses the guest by name frequently.
Requires physical stamina to stand & walk continuously for duration of shift.
Arrange transportation for guests to airport or other destinations when requested.
Remain calm & attentive, especially during heavy hotel activity & emergencies.
Point out room features & directory for reference.
Listen & respond to guest inquiries using a positive, clear speaking voice.
Offer to make reservations for them at restaurants in the area.
Answer questions & offer assistance giving accurate information regarding outlet hours, other hotel services, directions to local attractions or function rooms, car rentals, air line shuttle service, etc.
Successfully complete all other assigned duties.
During peak and slow times, if the bellman is away from their post, individual will assist guest(s) with luggage by taking and tagging luggage or retrieving luggage from storage closet.
Level Two
Serve as "SALT champion" by ensuring daily monitoring of and reponding to SALT scores and related action items. Keeps team informed of SALT scores, action items, and other key metrics thereby driving proactive guest service approach.
Assists FOM with daily new hire and developmental training efforts. Utilizes exceptional communication skills to ensure coworkers are delivering 9 and 10 guest experiences.
Qualifications
TypeQualificationEducationHigh School Education or equivalent experienceExperience1-2 years experience in a Hotel or other customer relations position.SkillType a minimum of 35wpm. IBM data entry experience desirable. Ability to communicate in English. Second language desirable. Ability to achieve positive guest relations and maximize guest satisfaction. Ability to handle cash and credit transactions.EducationHigh School Diploma or equivilent required.ExperienceMinimum of 6 months experience as a front desk clerk or 1 years experience in a customer service setting.SkillInteracts well with people face to face as well as over the phone.SkillAbility to multi taskSkillComputer literate
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