GUEST SERVICE AGENT

About the role

Work your way- Flexible shifts
Perks and Benefits that matter
Surrounded by beautiful Colorado scenery and located only minutes away from Vail Mountain, the Highline Vail, a DoubleTree by Hilton, offers a unique and relaxing experience to our guests during their stay and an amazing environment for our associates to work in. We are currently looking for an outgoing, energetic, and customer service oriented individual to fill the position of Guest Service Expert on a Full-Time basis.

Responsibilities

• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information from our system, confirming the guest reservation information including number of guests, number of nights stay and room type. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number. Provide welcome letter and key packet, containing room keys, certificates and discount coupons.
• Verify and receive authorization for credit cards, handle cash and make change as received. Ensure your assigned house bank is balanced. Ensure you are posting guest room charges and house account charges accurately.
• Promptly answer guest incoming calls using positive and clear communication. Input comments into the reservations as needed. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Ensure accurate closeout of guest's accounts at time of departure. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Field guest complaints, conducting thorough 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 judgment and discretion.
• Comply with attendance rules and be available to work for your scheduled shifts.
• Perform any other job-related duties as assigned.

Qualifications

• At least 6 months of experience in a customer service environment
• Hotel experience a plus
• Excellent computer skills
• Flexibility to work weekdays, weekends, evening shifts and holidays