Guest Service AgentHilton

A Guest Services Agent with Hilton Hotels and Resorts is responsible for greeting and registering guests by 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 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 Services Agent with Hilton Hotels and Resorts is responsible for greeting and registering guests by 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 judgment and discretion.

EOE/AA/Disabled/Veterans