Guest Service Agent - Hilton - Harrisburg, PA

About the role

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is seeking a Guest Service Agent for the Hilton Harrisburg in Harrisburg, PA.

Responsibilities

• GREET AND REGISTER GUESTS, PROVIDE PROMPT AND COURTEOUS SERVICE.
• CHECK GUESTS OUT OF THE HOTEL.
• RESOLVE GUEST CHALLENGES THROUGHOUT THEIR STAY IN OUR HOTEL.
• UPGRADE GUESTS, AS REQUIRED.
• PROMOTE HOTEL SERVICES, AMENITIES AND UPSELLS PRODUCTS TO THE GUESTS.

Essential Job Duties And Responsibilities

• 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.
• PROMOTES AND ADMINISTERS HILTON MARKETING PROGRAMS SUCH AS HILTON HONORS, FOR ARRIVING GUESTS.
• PARTS WELCOME PACKET CONTAINING ROOM KEYS AND ANY PROMOTIONAL ITEMS TO GUEST.
• ENSURES ROOMS AND SERVICES ARE CORRECTLY ACCOUNTED FOR WITHIN GUEST STATEMENT.
• PROPERLY ACCOUNTS FOR SERVICES PROVIDED BY THE HOTEL.
• AFFORDS GUESTS WITH CHECK OUT PAYMENTS OR CHARGES.
• GREETS CUSTOMERS IMMEDIATELY WITH A FRIENDLY AND SINCERE WELCOME.
• USES A POSITIVE AND CLEAR SPEAKING VOICE, LISTENS TO UNDERSTAND REQUESTS, RESPONDS WITH APPROPRIATE ACTION AND PROVIDE ACCURATE INFORMATION SUCH ON OUTLET HOURS, SPECIAL VIP PROGRAMS, EVENTS, ETC.
• RECEIVES SPECIAL REQUESTS FROM GUESTS, AND RESPONDS APPROPRIATELY.
• PROMPTLY ANSWERS TELEPHONE AND TEXT 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.
• FIELDS GUEST COMPLAINTS, CONDUCTING THOROUGH RESEARCH TO DEVELOP THE MOST EFFECTIVE SOLUTIONS AND NEGOTIATE RESULTS.
• LISTENS AND EXTENDS ASSISTANCE IN ORDER TO RESOLVE PROBLEMS SUCH AS PRICE CONFLICTS, INSUFFICIENT HEATING OR AIR CONDITIONING, ETC.
• REMAINS CALM AND ALERT ESPECIALLY DURING EMERGENCY SITUATIONS AND HEAVY HOTEL ACTIVITY.
• PLANS AND IMPLEMENTS DETAILED STEPS BY USING EXPERIENCED JUDGMENT AND DISCRETION.

Required

• ABILITY TO EFFECTIVELY DEAL WITH INTERNAL AND EXTERNAL CUSTOMERS, SOME OF WHOM WILL REQUIRE HIGH LEVELS OF PATIENCE, TACT AND DIPLOMACY TO DEFUSE ANGER, COLLECT ACCURATE INFORMATION AND RESOLVE CONFLICTS.
• ABILITY TO READ, LISTEN AND COMMUNICATE EFFECTIVELY IN ENGLISH, BOTH VERBALLY AND IN WRITING.
• ABILITY TO ACCESS AND ACCURATELY INPUT INFORMATION USING A MODERATELY COMPLEX COMPUTER SYSTEM.
• CONSIDERABLE SKILL IN THE USE OF A CALCULATOR TO PERFORM MODERATELY COMPLEX MATHEMATICAL CALCULATIONS WITHOUT ERROR.

Desired Software Proficiencies

• NONE

Supervisory Responsibilities

• NON

Education / Experience

• HIGH SCHOOL DIPLOMA OR EQUIVALENT
• PREFERRED. 1 - 2 YEARS OF PRIOR GUEST SERVICE EXPERIENCE ARE PREFERRED.
• PREFERRED. PRIOR HOSPITALITY EXPERIENCE ALSO PREFERRED.

Physical Requirements

• FREQUENCY KEY: NEVER – 0 HOURS; RARE – UP TO 1 HOUR; OCCASIONAL – 1-3 HOURS; FREQUENT – 3-6 HOURS; CONSTANT – 6-8 HOURS
• PHYSICAL ACTIVITY FREQUENCY: SITTING RARE; WALKING OCCASIONAL; CLIMBING STAIRS RARE; CROUCHING/BENDING/STOOPING FREQUENT; REACHING FREQUENT; GRASPING CONSTANT; PUSHING/PULLING OCCASIONAL; NEAR VISION CONSTANT; FAR VISION CONSTANT; HEARING CONSTANT; TALKING CONSTANT; SMELL RARE; TASTE NEVER; LIFTING/CARRYING(# LBS): FREQUENT – UP TO 50 LBS.

Pay

$15.00/hour

Amazing Benefits At A Glance

• Team Driven and Values Based Culture
• Medical/Dental/Vision
• Vacation & Holiday Pay
• Same-day pay available
• Employee Assistance Program
• Career Growth Opportunities/ Manager Training Program
• Reduced Room Rates throughout the portfolio
• Third Party Perks (Movie Tickets, Attractions, Other)
• 401(k) with company match
• Employee Assistance Program
• Employee discount
• Flexible schedule
• Flexible spending account
• Life insurance
• Parental leave
• Referral program