Guest Service Agent - Hilton - Harrisburg, PA

About the role

The position requires performing the following essential job functions, with or without reasonable accommodation.

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.
• Provides welcome packet containing room keys and any promotional items to guests.
• Ensures rooms and services are correctly accounted for within guest statement.
• Accounts for services provided by the hotel.
• Affords prompt check out payment or charges to guests.
• 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 provides 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.
• Fills guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
• Remains calm and alert especially during emergency situations and heavy hotel activity, and resolves complications such as location changes or credit issues.
• Provides safety deposit boxes for guests.
• Operates various office machines.
• Assists with other duties as directed including, but not limited to, water service, luggage storage, and valet traffic flow.

Requirements

Requires a high school diploma or equivalent, with 1-2 years of prior guest service experience preferred. Prior hospitality experience also preferred.

Qualifications

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.

Skills

Desired software proficiencies: none.

Benefits

• 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

Pay

$15.00/hour