Hotel Guest Service Agent - Spark by Hilton Roanoke Airport

About the role

The Hotel Guest Service Agent plays a pivotal role in ensuring an exceptional guest experience from the moment of arrival until departure. This position is responsible for managing front desk operations, including check-in and check-out procedures, handling reservations, and addressing guest inquiries with professionalism and efficiency. The role requires a proactive approach to problem resolution, ensuring that any guest concerns are promptly and effectively managed to maintain high satisfaction levels. Additionally, the agent supports billing processes and manages foreign currency transactions accurately, contributing to the smooth financial operations of the hotel. Ultimately, this role is essential in creating a welcoming atmosphere that encourages repeat visits and positive reviews.

Responsibilities

• Greet and welcome guests upon arrival, providing a warm and professional first impression.
• Manage check-in and check-out procedures efficiently using hotel reservation and billing systems.
• Handle guest inquiries, requests, and complaints promptly, ensuring effective problem resolution.
• Process payments, including handling foreign currency transactions accurately and securely.
• Cook up with housekeeping and room service teams to fulfill guest needs and maintain room readiness.
• Maintain accurate records of guest information and reservations using phone and computer systems.
• Aid guests with special requests and provide information about hotel services and local attractions.
• Lift and bend as necessary to manage luggage and assist guests with their belongings.

Qualifications

• Previous experience in a customer service role, preferably but not required in the hospitality industry.
• Basic math skills for billing and handling foreign currency.
• Ability to communicate clearly and professionally in English.

Skills

• The required skills such as front desk management, hotel reservations, and billing are utilized daily to ensure smooth guest check-in and check-out processes.
• Customer service and problem resolution skills are critical for addressing guest concerns promptly and maintaining satisfaction.
• Proficiency with phone systems and handling foreign currency enables effective communication and accurate financial transactions.
• The ability to lift and bend supports physical tasks like assisting guests with luggage and room service coordination.
• Preferred skills, including multilingual communication and advanced software knowledge, enhance the ability to serve a diverse clientele and streamline operational efficiency.