Guest Service Agent
About this position
Responsibilities
As the Guest Service Agent, you will be responsible for performing the following tasks to the highest standards:
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates.
• Make appropriate selection of rooms based on guests’ needs, code electronic keys, confirms the room number and rates with a written confirmation.
• Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests, ensuring guests know the location of rooms containing room keys, tokens of our appreciation, gifts, etc., to guests.
• Ensure rooms and services are correctly accounted for within guests’ statements, properly stating services provided by the hotel.
• Assist guests with check-out payments or charges, accepting and recording vouchers, credits, traveller’s checks and other forms of payment, converting foreign currency at current posted rates.
• Greet customers immediately with a friendly and sincere welcome with a positive and clear speaking voice, listen and understand requests, respond with appropriate actions and provide accurate information such on outlet hours, special VIP programs, events, etc.
• Receive special requests from guests and respond appropriately or forward requests to appropriate team members for their decisions and actions.
• Promptly answer the telephone and email inquiries, inputting messages into the computer and advising other team members of special guests’ needs.
• Retrieve messages and communicate the content to guests, retrieving mail, packages and facsimiles or other special items for customers as requested.
• Record guests’ complaints, conducting thorough research to develop the most effective solution and negotiate results.
• Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, quality of dishes etc.
• Remain calm and alert especially during emergency situations and heavy hotel activity.
• Plan and implement detailed steps by using experienced judgment and discretion.
Requirements
• Previous experience in a customer service role is preferred.
• Strong communication skills, both verbal and written.
• Ability to work in a fast-paced environment and handle multiple tasks.
• Proficiency in computer systems and software.
• Strong problem-solving skills and ability to remain calm under pressure.
• Flexibility to work various shifts, including weekends and holidays.