JOB DESCRIPTION: Guest Service Agent
As a Guest Service Agent, your main responsibility is to provide exceptional reception services for guests, from check-in through check-out, and complete audits as required. You will be a member of the Front Office Team, responsible for ensuring that guests have a positive experience at the hotel. Your duties will include:
Responsibilities:
• Responding to guest queries promptly and efficiently to achieve positive outcomes • Ensuring an efficient check-in and check-out process for guests, as well as completing audit procedures when required • Providing feedback from guests and other departments to the Guest Service Manager • Demonstrating a high level of customer service at all times • Attending training courses when required, and assisting with the Night Team's training and development efforts • Demonstrating knowledge of hotel room categories, rates, packages, promotions, and other general product knowledge necessary to perform daily duties • Maximizing room occupancy and using up-selling techniques to promote hotel services and facilities • Using correct procedures for accepting foreign currencies, credit cards, and cash in accordance with hotel credit policy • Complying with hotel security, fire regulations, and health and safety legislation • Acting in accordance with policies and procedures when working with front-of-house equipment and property management systems • Following company brand standards • Assisting other departments as necessary
To successfully fill this role, you should have a positive attitude, excellent communication skills, and a commitment to delivering high levels of customer service. You should also have a calm, efficient, and organized approach, with great attention to detail and the ability to multi-task while maintaining a positive attitude when working with guests. Additionally, you should have a professional manner with an emphasis on hospitality and guest service, as well as the ability to work independently and as part of a team. IT proficiency is essential for this role.
Previous experience in a customer-focused industry, cash handling, and front office/concierge experience in the hotel, leisure, and/or entertainment sectors would be advantageous.
About The Employer:
Working for Hilton means being part of the leading global hospitality company, offering guests the finest accommodations, service, amenities, and value across its global brands. Hilton's vision is to fill the earth with the light and warmth of hospitality, and its Team Members are at the heart of creating remarkable hospitality experiences around the world every day.
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