Guest Services Agent

Description:

As a Guest Services Agent you are responsible in greeting and registering guests, providing warm and friendly service, checking guests out of the hotel, closing their accounts and meeting or exceeding Hilton standards. Greet guests immediately and complete the registration process on the computer to include confirmation of guest information and room rate, selection of rooms, Assist with digital key check ins and check outs. Ensure guest knows which way the elevator is, and may have a bell person accompany him/her. Demonstrate a thorough knowledge of hotel information, including but not limited to, room categories, room rates, packages, promotions, and the local area and other general product knowledge and answer guest questions and inquiries. Verify and imprint credit cards for authorization. Handle cash, post charges to guest rooms and house accounts using the computer. Promptly receive, input, retrieve and relay messages to guest. Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction. Close guest accounts at time of checkout, ensuring satisfaction of their stay. Liaise with our housekeeping team to ensure all rooms are clean, tidy and ready to receive guests.

Responsibilities & Qualifications

Previous work experience as Guest Services Agent in a hotel setting. Strong working knowledge of hospitality industry principles, methods, practices and techniques. Ability to analyze and interpret the needs of customers and offer the appropriate options, solutions and resolutions required. Exceptional conflict resolution, negotiation and objection handling skills. Basic math skills. Able to respond quickly in a dynamic and changing environment. Can effectively communicate both verbally and in writing with 100% fluency in English. Ability to utilize all provided computer systems after Hilton University training. Professional presentation and grooming. Ability to contribute to a positive environment for others. Embrace the Hilton culture