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Guest Service Agent at Hilton

Employer
Croft Hospitality
Location
Rochester, Minnesota (US)
Salary
DOE

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Accommodate hotel, patrons by registering and assigning rooms to guests, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests. 

 

Duties and Responsibilities

 

• Greet, register, and assign rooms to guests of hotel. 

• Keep records of room availability and guests' accounts. 

• Compute bills, collect payments, and make change for guests. 

• Issue room keys and escort instructions to bellmen. 

• Review accounts and charges with guests during the check out process. 

• Posting of incidental charges

• Transmit and receive messages, using telephones 

• Contact housekeeping or maintenance staff when guests report problems. 

• Make and confirm reservations. 

• Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions. 

• Record guest comments or complaints, referring customers to managers as necessary.  

• Arrange transportation or restaurant reservations for customers. 

• Maintain accurate accounting of personal bank and MOD Bank

• Provide exceptional customer service to all guests

• Work as a team with all hotel departments

• Maintain professionalism at all times

• Make guest requests for outside hotel accommodations by providing clear up-to-date information

• Maintain clean, organized working environment at all times 

• Use management approved references at all times when directing guests to outside hotel needs or activities

• Keep the guest comfort and needs your first priority at all times

• Upholds Hilton Brand Standards

• Assist with parking guest's vehicle as needed

 

Qualifications

 

• Strong Customer Service Background

• Positive, customer is always right attitude

• Strong, concise communication skills, working knowledge of the English language

• Basic math skills

• Professional in appearance and demeanor

• Ability to work varied hours including weekends and holidays

• Previous reservation systems experience preferred but not required

• Valid drivers license 

 

Additional Requirements

 

The physical demands described here are representative of those that must be met by and employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.  

 

Requires using hands to handle, control, or feel objects, tools or controls, Requires repetitive movement, Requires standing, Requires contact with others (face-to-face, by telephone, or otherwise), Requires telephone conversations, Includes conflict situations, Requires dealing with unpleasant, angry, or discourteous people, Requires making decisions that affect other people, the financial resources, and/or the image and reputation of the organization, Opportunity to make decisions without supervision, Requires repeating the same physical activities or mental activities over and over, Freedom to determine tasks, priorities, and goals, Requires being exact or highly accurate, Requires work with external customers or the public, Requires work with others in a group or team, Includes responsibility for work outcomes and results, Requires working indoors in environmentally controlled conditions, Job tasks are performed in close physical proximity to other people 

 

The hours necessary to perform this position at a twenty-four hour (24) hotel vary depending on guest numbers and working schedules.  Days will be Monday – Sunday, 16-40 hours per week as assigned.

Behaviors

Preferred

Loyal: Shows firm and constant support to a cause

 

Innovative: Consistently introduces new ideas and demonstrates original thinking

 

Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

 

Leader: Inspires teammates to follow them

 

Motivations

Preferred

Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

 

Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals

 

Growth Opportunities: Inspired to perform well by the chance to take on more responsibility

 

Education

Preferred

Associates or better in Hospitality and Resort Management.

 

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