Guest Service Working Supervisor - Full-TimeHilton

A Guest Service Working Supervisor with Hilton Hotels and Resorts is responsible for greeting and registering guests with sincere hospitality and effective communication skills, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet Hilton's high standards of quality. On a relief basis, provides temporary managerial support, guidance and leadership as the lead Guest Service Agent ensuring consistent quality customer service is delivered by our Guest Service Agents and clerk staff.

What will it be like to work for this Hilton Worldwide Brand?

One of the most recognized names in the industry, Hilton Hotels & Resorts offers travelers a world of authentic experiences. Hilton remains an innovative, forward-thinking hospitality leader by offering best-in-class products, services and amenities to ensure that every guest feels cared for, valued and respected. From inaugural balls and international award galas to business events and personal moments, Hilton is where the world makes history, closes the deal, toasts special occasions and gets away from it all.

Hilton Hotels & Resorts is one of Hilton Worldwide's ten market-leading brands. For more information visit www.hiltonworldwide.com.

If you understand the importance of upholding a brand's reputation and what it takes to provide a globally recognized hospitality experience, you may be just the person we are looking for to work as a Team Member with Hilton Hotels & Resorts.

What will I be doing?

A Guest Service Working Supervisor with Hilton Hotels and Resorts is responsible for greeting and registering guests with sincere hospitality and effective communication skills, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet Hilton's high standards of quality. On a relief basis, provides temporary managerial support, guidance and leadership as the lead Guest Service Agent ensuring consistent quality customer service is delivered by our Guest Service Agents and clerk staff. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Promptly completes the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Promotes Hilton marketing programs. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Nonverbally confirms the room number and rate. Provides welcome collateral containing room keys, certificates, coupons and refreshment center keys as appropriate. Closes out guest accounts at time of check out. Requires standing and continual mobility throughout front office area.

• Communicates effectively both verbally and in writing to provide clear direction to staff. Analyzes and acts on both reports and group files throughout the day to properly assign and instruct guest service agents in details of work. Observes performance and encourages improvement or discipline as needed. Monitors lobby traffic and makes staffing adjustments accordingly.

• Verifies credit cards for authorization using electronic acceptance methods. Handles cash, makes change and balances an assigned house bank. Accepts and records vouchers, travelers checks and other forms of payment. Converts foreign currency at current posted rates. Performs accurate moderately complex arithmetic functions using a calculator. Posts charges to guest rooms and house accounts using the computer.

• Remains calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for GSA's and other employees. Resolves customer complications and complaints by conducting thorough research of the situation and the most effective solutions. Makes decisions and takes action based on previous experience and good judgment, while displaying sincere concern, sometimes revising procedures to accommodate unusual situations. Authorizes revenue allowances to remedy problems only after other alternative solutions have been offered.

• Greets guests immediately with a friendly and sincere welcome. Offers services and upsells as directed by management, consistent with customer needs. Uses a positive and clear speaking voice, listens to and understand requests or problems, responds with appropriate actions, solutions, and follows through. Provides accurate information such as outlet hours and local attractions.

• Promptly answers the telephone using positive and clear English language. Inputs messages into the computer. Retrieves messages and communicates the content to the guest. Retrieves mail, small packages and facsimiles for customers as requested.

EOE/AA/Disabled/Veterans