PBX Operator​/Guest Service Agent; Part Time

Job Description

PBX Operator/Guest Service Agent (Part Time) – Job Number: HOT0

CCFH

Embassy Suites San Francisco Airport, Burlingame, 150 Anza Blvd., Burlingame 94010

A PBX Operator/Guest Service Agent is responsible for answering calls, responding to guest inquiries, greeting, registering guests and checking guests in the hotel to deliver outstanding guest service and financial profitability.

What will I be doing?

• Handle all incoming calls and guest inquiries/requests.
• Greet guests and complete the registration process—inputting and retrieving information from the computer, confirming guest information and room rate, selecting rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring the guest knows the location of the room or has a bell person accompany them.
• Assist guests with check‑out—including ensuring rooms and services are correctly accounted for, using the point‑of‑sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change, and processing gift certificates and cards.
• Demonstrate thorough knowledge of hotel information—including room categories, rates, packages, promotions, the local area and other general product knowledge—and answer guest questions and inquiries.
• Use up‑selling techniques to promote hotel services and facilities and maximize room occupancy.
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.
• Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction.
• Prepare and handle airline crew check‑ins.
• Manage the property‑management program to record issues and expedite the resolution process.
• Receive, input, retrieve and relay messages to guests using Kipsu.

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. We look for candidates who demonstrate the following core values:

• Hospitality – Passionate about delivering exceptional guest experiences.
• Integrity – Do the right thing, all the time.
• Leadership – Leaders in our industry and communities.
• Teamwork – Team players in everything we do.
• Ownership – Own our actions and decisions.
• Now – Operate with a sense of urgency and discipline.

Additionally, we seek the following key attributes:

• Quality
• Productivity
• Customer Focus
• Open availability is preferred; primarily must be available to work weekends, especially mornings.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full‑service hotels and resorts to extended‑stay suites and mid‑priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest accommodations, service, amenities and value. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences every day.

Compensation The pay range for this position is $24–$26 per hour and is based on applicable and specialized experience and location.

Guest Services, Operations, and Front Office