Guest Service Agent

The Embassy Suites by Hilton Lexington Green is looking for Guest Service Agents to join the team!

The Guest Service Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest's account upon completion of their stay. Primary responsibilities include registering guests, making, and modifying reservations, hotel operator, and concierge duties. Providing attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

Essential Requirements:

• Input and access data in computer.
• Understand guest inquiries and provide responses.
• Promote positive relations with all individuals who approach the Front Desk and by telephone.
• Focus on guests' needs, remaining calm and courteous.
• Ability to think clearly, quickly and make concise decisions.
• Prioritize, organize and follow up.
• Ability to work well under pressure.
• Focus attention to details.
• Maintain confidentiality of guests and hotel information.
• Ensure security of guest room access.
• Ability to remain stationary at assigned post for extended period of time.
• Work cohesively with other departments and co-workers as part of a team.
• Maintain complete knowledge at all times of:
• All hotel features/services, hours of operation.
• All room types, numbers, layout, decor, appointments and location.
• All room rates, special packages and promotions.
• Daily house count and expected arrivals/departures.
• Room availability status for any given day.
• Scheduled daily group activities.
• Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank locked at all times.
• Meet with supervisor to review daily assignments and priorities.
• Process all guest check-ins according to established hotel requirements.
• Communicate V.I.P. arrivals to designated personnel for escort and delivery of amenities.
• Set up accurate accounts for each guest checking in according to their requirements (i.e., share withs, separate room/tax/incidentals, comp).
• File registration cards and vouchers in bucket by room number.
• Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for "walking" guests.
• Accommodate room changes expediently.
• Handle guest complaints according to the six step procedures, ensuring guest satisfaction.
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 15 minutes to ensure completion and guest satisfaction.
• Block rooms in the computer and follow through on designated requirements.
• Pre-register designated guests and prepare key packets.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Generate, print and distribute reports.
• Resolve discrepancies on the room status report with Housekeeping.
• Process all check-outs according to established hotel requirements.
• Resolve any late charges.
• Present folio to guests and resolve any dispute charges.
• Settle guest accounts following Accounting procedures.
• Handle requests for late check-outs according to established hotel procedures.
• Conduct group check-ins/outs according to established hotel requirements.
• Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
• Adhere to all cashiering procedures.
• Process adjustable vouchers, paid-outs, correction vouchers, miscellaneous charges.
• Assist in other Front Desk areas as assigned.
  

Qualifications:

• One to years related experience and/or training; or equivalent combination of education and experience.
• High school graduate, some college.
• One year experience as a front desk agent in a full service high volume hotel.

Amazing Benefits!

• Paid holidays & paid sick time!
• Vacation time off!
• Education program- if you are looking for a career in Hospitality, you can take advantage of ourtuition reimbursementprogram!
• Medical, Dental, Vision insurance- you may participate in our health benefits after30 days of employmentwith us!
• 401(k) Retirement Plan- plan your retirement with ourgenerouscompany match! (terms and conditions apply)
• Hotel Travel Discounts!
• Daily Pay- control when you get paid! Voluntary benefit that let's you access your pay the same day!