The Guest Services Agent is responsible for assisting in the operation of the front desk and guest services ensuring 100% satisfaction from the moment a guest arrives at the hotel until they check out.

Experience

• High school diploma or equivalent required; college degree preferred.

• Previous hotel Front Desk experience and Hilton brand experience preferred.

• IHG or Opera system experience a plus.

Responsibilities

• Assist guests with arrival and departure while providing positive guest experiences.

• Complete the registration process by inputting and retrieving information in the computer system and confirming details such as number of guests and room rate according to established guidelines.

• Collaborate with other hotel departments to ensure an exceptional experience for each guest.

• Communicate pertinent guest information to designated departments or personnel, including special requests and amenity deliveries.

• Provide information about the hotel and local area, and offer the full range of hotel amenities and services.

• Maintain confidentiality of all guest and hotel information.

• Ensure security of guest room access with strong attention to detail.

• Document all guest requests, complaints, or problems immediately and notify appropriate personnel for resolution.

• Handle cash and credit card transactions and process guest accounts during checkout efficiently and accurately.

• Resolve guest issues and fulfill special requests; when dissatisfaction occurs, negotiate solutions according to Make It Right guidelines.

• Generate, print, and distribute daily and weekly reports.

• Resolve discrepancies on the room status report with Housekeeping.

• Maintain full knowledge of hotel features, services, hours of operation, room types, layouts, décor, locations, rates, packages, and promotions.

• Promptly answer telephones using positive and clear communication; input and retrieve messages, and handle guest mail, packages, and facsimiles as requested.

• Perform any other job-related duties as assigned.

Qualifications

• Ability to access and accurately input information using a moderately complex computer system.

• Ability to handle cash and credit transactions.

• General knowledge of local area attractions and transportation.

• Ability to ensure efficient guest registration, checkout, guest service, and telephone service while maintaining brand standards.

• Ability to effectively deal with internal and external customers with tact and diplomacy to defuse anger, collect accurate information, and resolve conflicts.

• Ability to observe and detect signs of emergency situations.

• Ability to establish and maintain effective working relationships with associates and guests.

• Strong command of the English language, both written and verbal.

• Ability to multitask, prioritize, and provide excellent follow-up and customer service.

• Regular attendance in accordance with company standards is essential.

• Must be available to work a flexible schedule including weekdays, evenings, weekends, and holidays.

• Maintain high standards of personal appearance and grooming, including wearing the proper uniform and name tag.

Physical Requirements

• Some lifting may be required.

• Role may require spending 75 percent or more of the workday on your feet.

Additional Requirements

• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including holidays and weekends) based on business needs.

• Attendance at all scheduled training sessions and meetings is required.

• This job description is not an exclusive or exhaustive list of all job functions that may be assigned.