Guest Service Agent

FULL TIME / 3PM-11PM shift (32-40 hours)

About the role

The Guest Service Agent represents the hotel throughout all aspects of a guest's stay by providing prompt and courteous service. Responsibilities include greeting guests, registering them, assigning room keys, verifying and collecting payment, processing checkouts, answering phones, making and confirming reservations, and assisting guests with special requests and area information.

Responsibilities

• Answer phones, make and confirm reservations.
• Have knowledge of room locations, descriptions, availability, and room rates.
• Use proper telephone etiquette, confirm and set wake-up calls.
• Retrieve mail, small packages, send and retrieve faxes, make copies, file, stamp outgoing mail, take and deliver messages.
• Work closely with housekeeping and maintenance departments to update room status and coordinate maintenance requests via Radio and/or HelloShift.
• Respond to guest complaints such as price conflicts, maintenance issues, and room location/availability issues.
• Listen and assist guests in a resolution that is acceptable using service recovery tools, if necessary.
• Research customer service recovery options to choose the best solution to solving the problem.
• Direct guests to managers when necessary.
• Perform cashier-related functions such as posting charges, collecting payments, closing accounts, making change for guests, and balancing a cash drawer.
• Adhere to all credit card, check, and cash handling policies and procedures.
• Know all safety procedures, remaining calm and alert during emergency situations and during heavy hotel activity.
• Follow all security and privacy procedures to protect guest information.
• Process guest checkouts.
• Clean and maintain lobby and common areas.
• Provide area information to guests such as directions, attraction details, transportation requests, and local area recommendations.
• Understand that the hospitality business functions seven days a week, twenty-four hours a day, and that schedules must accommodate fluctuating business demand, sometimes requiring employees to move from their accustomed shifts or requiring overtime.
• Project a hospitable service atmosphere at all times.
• Carry out all reasonable requests by management.
• Work as a team with co-workers to complete checklists and daily duties.
• Maintain a professional working relationship with all departments within the hotel.
• Communicate any pertinent information with other shifts and department managers as necessary.

Requirements

• Ability to effectively deal with customers both on-site and over the telephone who may require a high level of patience.
• Use tact and diplomacy to resolve complaints and defuse anger.
• Basic mathematical and calculator skills.
• Ability to operate office equipment such as photocopier, fax machine, and multiline telephone.
• Ability to access and accurately input information into a computer system.
• Ability to stand, walk, sit, climb stairs, and occasionally lift or carry items.
• Compliance with hotel grooming and uniform policies.
• Must be capable of reading, writing, and speaking English fluently.

Pay

$17.00+ per hour (commensurate with experience)

Benefits

• Paid Vacation
• Paid Birthday Time
• Time and a half pay for Holidays (Easter, Thanksgiving, Christmas)
• Medical, Dental, and Vision plans
• 401K Plan - Company matches up to 3%
• Team Member Travel Program - highly discounted rates at Hilton Brand hotels
• YMCA Corporate Discount
• Monthly & Quarterly Incentives
• Seasonal Bonuses
• Continued Education Sponsor - Employees can earn Hospitality & Tourism certificates at local Community College
• Employee Recognition and Appreciation Program
• Employee Meal Program (Your meal is FREE if you're on the clock!)
• Other Restaurant Discounts