A Guest Services Agent with Hilton Hotels and Resorts is responsible for greeting and registering guests providing prompt and courteous service, complies with Hilton standards, and checks guests out. Engages guests to create a positive interaction through use of effective relationship building skills and conversation to provide outstanding service to enhance the guest experience by offering ancillary opportunities with upsells on hotel services, amenities and facilities with positive language, highlighting features and benefits while using compelling messages that corresponds to the guest needs and wants.
What will I be doing?
A Guest Services Agent with Hilton Hotels and Resorts is responsible for greeting and registering guests providing prompt and courteous service, complies with Hilton standards, and checks guests out. Engages guests to create a positive interaction through use of effective relationship building skills and conversation to provide outstanding service to enhance the guest experience by offering ancillary opportunities with upsells on hotel services, amenities and facilities with positive language, highlighting features and benefits while using compelling messages that corresponds to the guest needs and wants. Specifically, you would be responsible for performing the following tasks to the highest standards:
Completes the registration process by inputting and retrieving information for the OnQ system and ensuring method of payment is in place. Confirming all required information including the number of guests, room rate, type, and delivery of HHonors benefits. Makes appropriate recommendation of room and amenities based on a conversation of engagement or prospecting conversation and offering appropriate upgrades and offers for purchase based on the needs of the guests. Codes electronic keys. Non-verbally confirms the room number and rate. Promotes and administers Hilton Loyalty program such as HHonors for arriving guests. Ensures guest knows location of room and arranges for a Team Member to accompany guest to room if needed. Provides welcome packet containing keys, coupons, vouchers and other collateral to guests.
Ensures rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guests with check out payments or charges. Accepts and records vouchers, credit, travelers check and all other forms of payment. Converts foreign currency at current posted rates.
Greets customers and guests immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens to understand guests, responds with appropriate actions 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 department of 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 mail, packages and facsimiles or other special items for guests and customers as requested.
Fields guest complaints conducting thorough research to develop the most effective solutions and using the Make It Right Empowerment tools to negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or cooling, etc. Remains calm and alert especially during emergency situations and heavy hotel activity. Plans and implements detailed steps by using experienced judgement and discretion.
What are we looking for?
EDUCATION
High school/GED required.
EXPERIENCE
Up to 3 years of related experience required. 3-5 years related experience preferred.
GROOMING
All team members must maintain a neat, clean and well-groomed appearance (specific standards available).
OTHER
Must be computer literate and able to read and write fluently in English. Second language skills preferred.
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
Ability to stand and move throughout front office and continuously perform essential job functions.
Ability to read, listen and communicate effectively in English, both verbally and in writing.
Ability to type 35 wpm.
Good knowledge of Hawaii's places of interest as well as directional knowledge of Hawaii.
Hearing and visual ability to observe and detect signs of emergency situations.
Ability to grasp, lift and/or carry a maximum of 50 lbs.
Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
Ability to access and accurately input information using a complex computer system.
Able to engage a guest in verbal communication and to prospect for opportunity to upsell or sell additional sevices and /or packages.
Previous retail selling experience preferred.
Hospitality experience preferred.
Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:
Hospitality - We're passionate about delivering exceptional guest experiences.
Integrity - We do the right thing, all the time.
Leadership - We're leaders in our industry and in our communities.
Teamwork - We're team players in everything we do.
Ownership - We're the owners of our actions and decisions.
Now - We operate with a sense of urgency and discipline
In addition, we look for the demonstration of the following key attributes:
Quality
Productivity
Dependability
Customer Focus
Adaptability
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 in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands . Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
