Guest Service Agent

Title:

Guest Service Agent

Job Description:

Ensures hotel guest satisfaction and revenues are optimized through check-in, check-out and attentive coordination of hotel services for the guest.

Typical Work Conditions:

Located in the Lobby of the Hotel

Equipment Used:

Computer, key machine, printer, luggage cart, telephone, fax, copier, phone console.

Knowledge/Training:

·        Fluent English, read and write necessary.

·        2nd language helpful

·        Customer service experience helpful

·        Previous front desk experience helpful

·        Brand experience helpful

Essential Tasks:

·        Registers guests in and out of the hotel in a prompt, courteous and timely manner.

·        Upsells hotel rooms according to standard.

·        Prepares for group check in/out and responds to hotel service requests.

·        Processes customer payments according to established policies and procedures.

·        Responsible for balancing drawer at end of shift.

·        Handles all incoming phone calls.

·        Notifies supervisor of incidents that affect normal business operations or guest services.

·        Book guest reservations.

·        Selling and upselling rooms to “walk-in” customers.

·        Maintaining daily logs.

·        Balancing shift work and cash drawers.

·        Listening for or anticipating and responding to guest complaints.

·        Use established greeting when answering the phone or meeting guests in person.

·        Promote, answer questions about, and enroll in Hilton’s Honors program.

·        Handle guest complaints and pass on to Manager or Supervisor if you unable to handle it.

·        Review Front Office logbook daily to monitor all activities.

·        Maintaining updated information on room availability, reservations and guest messages through KIPSU.

·        Review SALT, Trip Advisor, for Alerts, and either respond, or reach out to next Manager or Supervisor who comes on shift.

·        Review CRM report for all guest requests.