Guest Service Agent

Principle Responsibilities/Position Purpose

• Greet and register guests, providing prompt and courteous service.
• Checks guests out of the hotel.
• Solves guest challenges throughout their stay in our hotel.
• Upgrades guests, as required.
• Promotes hotel services, amenities and upsells products to the guests.
• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
• Makes appropriate selection of rooms based on guest needs.
• Codes electronic keys.
• Non-verbally confirms the room number and rate.
• Promotes and administers Hilton Marketing Programs such as Hilton Honors, for arriving guests.
• Ensures guest knows location of room, and arranges for team member to accompany guest to room.
• Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
• Ensures rooms and services are correctly accounted for within guest statement.
• Properly accounts for services provided by the hotel.
• Aids guest with check out payments or charges.
• Accepts and records vouchers, credit, traveler's checks, and other forms of payment.
• Converts foreign currency at current posted rates.

Supportive Functions

• Greet customers immediately with a friendly and sincere welcome.
• Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.
• Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.
• Promptly answers the telephone and email inquiries.
• Inputs messages into the computer and advises other team members of special guest needs.
• Retrieves messages and communicates the content to the guest.
• Retrieves mail, packages and facsimiles or other special items for customers as requested.
• Field guest complaints, conducting through 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 judgement and discretion.
• Supports team members in operating various office machines.