Guest Services Agent

Description

ESSENTIAL FUNCTIONS

Average Percent of Time

30 % Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Promotes and administers Hilton Marketing Programs such as Hilton Honors, for arriving guests. Ensures guest knows location of room, and arranges for team member to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.

20 % Ensure rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel.. Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment. Converts foreign currency at current posted rates.

15 % Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.

10 % Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.

10 % Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.

10 % Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Attempts to communicate with guest in guest's native language, if applicable.
• Remains calm and alert, especially during emergency and / or heavy hotel activity, and resolve complications

such as location changes or credit issues.

vault and carrying it to the guest.

Requirements

PHYSICAL REQUIREMENTS :

Frequency Key : Never - 0 hours; Rare - up to 1 hour; Occasional - 1-3 hours; Frequent - 3-6 Hours; Constant - 6-8 hours

Physical Activity Frequency

Sitting Occasional

Walking, standing Constant

Climbing stairs Occasional

Crouching / Bending / Stooping Occasional

Pushing / Pulling Occasional

Stooping Frequent

Lifting and carrying Occasional - up to 20 pounds.

Reaching Constant

Grasping Constant

Talking Constant

Hearing Constant

Near Vision Constant

Far Vision Constant

Smell Rare

Travel Rare

OTHER DUTIES

Assimilate into The Hilton Family PRIDE / CARE culture through understanding, supporting and participating in all elements of PRIDE / CARE. Demonstrate working knowledge of the service standards.

Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position.

SAFETY REQUIREMENTS

Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The hotel will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.

ORGANIZATIONAL RELATIONSHIPS

Positions directly reporting to this position (titles) : None

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and

demonstrate that he or she can perform the essential functions of the job, with or without reasonable

accommodation.

error.

tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

QUALIFICATION STANDARDS EDUCATION

High School graduate or equivalent required

4 year college degree preferred with emphasis on foreign languages.

EXPERIENCE

1 - 2 years of prior guest service experience are preferred. Prior hospitality experience also preferred.

LICENSES OR CERTIFICATES

CPR Certification and / or First Aid Training preferred.

GROOMING / UNIFORMS

All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and / or required articles of clothing will be explained to you as a part of the orientation process.

OTHER

Additional language ability preferred.