Guest Service Agent Associate

A Guest Service Agent provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits as required.

What will I be doing

As Guest Service Agent you will serve on the Front Office Team to provide services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits as required. A Guest Service Agent truly influences the first impressions of our Guests and therefore are responsible for performing the following tasks to the highest standards:

• Achieve positive outcomes from Guest queries in a timely and efficient manner
• Ensure an efficient reception experience for Guests including check in/out and complete audit procedures as required
• Ensure that the Guest Service Manager is kept fully aware of any relevant feedback from guests and or other departments
• Demonstrate a high level of customer service at all times
• Attend appropriate training courses when required and assist with the Night Teams training and development efforts
• Demonstrate a knowledge of hotel room categories room rates packages promotions and other general product knowledge necessary to perform daily duties
• Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
• Use the correct procedures regarding the acceptance of foreign currencies credit cards and cash in accordance with the hotel credit policy
• Comply with hotel security fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Follow company brand standards
• Assist other departments as necessary

EOE/AA/Disabled/Veterans

Guest Service Agents serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role you should maintain the attitude behaviours skills and values that follow:

• Previous experience in a customer-focused industry
• Positive attitude and good communication skills
• Commitment to delivering a high level of customer service
• Excellent grooming standards
• Calm efficient and organized with great attention to detail
• Ability to multi-task while maintaining a positive attitude when working with a Guest
• Professional manner with an emphasis on hospitality and guest service
• Ability to work on your own and as part of a team
• Competent level of IT proficiency

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience in cash handling
• Front Office/Concierge experience in the hotel leisure and/or entertainment sectors
• Conflict resolution experience

Hilton is the leading global hospitality company spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century Hilton has offered business and leisure travelers the finest in accommodations service amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all!