Guest Service Agent - Franchise

Job Requirements

As a Guest Services Agent, you would be responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding Guest Service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her
• Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, making change and processing gift certificates and cards
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
• Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction. This may involve conflict resolution and quick decision-making
• Coordinate with the housekeeping department to ensure rooms are cleaned to the establishment's standards and ready for new guests
• Report and follow up on any maintenance issues or room deficiencies to ensure prompt resolution
• Maintain clear and effective communication with guests, colleagues, and other departments. Relay important information and handle guest requests or complaints
• Participate in training and professional development opportunities to stay updated with hospitality trends and improve skill sets
• Promote and manage guest loyalty programs, providing information and enrolling guests as applicable

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

Work Experience

• Customer Service Training (Advantageous): Any formal training in customer service preferred.
• Multitasking Ability: Front desk agents often juggle multiple tasks and guest requests simultaneously.
• Computer Literacy: Familiarity with basic computer software, and ideally, hotel management systems, is necessary.
• Prior Customer Service Experience: Experience in customer service in all industries preferred.

Disclaimer This job posting is for a position at a hotel that is owned and operated by an independent franchisee. The franchisee controls all aspects of the hotel's employment practices, including recruiting, hiring, salary, benefits and compensation decisions, and the collection and processing of the personal data that you provide on this website. If you accept this position, you will be employed by a franchisee and not by Hilton. You will not be eligible from compensation or benefits from Hilton. You will be eligible for compensation or benefits only as may be provided to you by the independent franchisee.