Guest Service Agent; PM​/Overnight

Principal Responsibilities / Position Purpose

Greets and registers guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel. Upgrades guests, as required. Promotes hotel services, amenities and upsells products to the guests.

• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non‑verbally confirms the room number and rate. Promotes and administers Hilton Marketing Programs such as Hilton Honors, for arriving guests. Ensures guest knows location of room, and arranges for a team member to accompany guest to room.
  
  Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
• Ensures rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guest with check‑out payments or charges. Accepts and records vouchers, credit, traveler’s checks, and other forms of payment. Converts foreign currency at current posted rates.
• Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens to understand requests, responds with appropriate action and provides accurate information such as outlet hours, special VIP programs, events, etc.
• Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.
• Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.
• Fields guest complaints, conducting research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy hotel activity. Plans and implements detailed steps by using experienced judgement and discretion.

• Attempts to communicate with guest in guest's native language, if applicable.
• Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolves complications such as location changes or credit issues.
• Summons Bell services team members to escort guests to/from their rooms as appropriate.
• Provides safety deposit boxes for guest by escorting them to the vault, pulling the box from the vault, and carrying it to the guest.
• Operates various office machines.