Job description

Guest Service Representative Job description
We are looking for a highly organized candidate with excellent people skills for the position of a guest service representative. Guest service representatives are responsible for providing front desk services to guests, undertaking various administrative duties and diffusing conflict or tension in hotels, among other duties.

The best guest service representatives will have tremendous patience when dealing with guests and accommodate their every need with enthusiasm and poise.

Day to Day Duties:

• Greeting guests upon arrival and making them feel welcomed.

• Acknowledge Hilton Honor’s members and returning guests, in person and/ or on the phone. If not a member, encourage them to join.

• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay

• Handle cash and credit transactions

• Start every stay right by swiftly checking guests in and out – take IDs, hand out room keys safely and securely.

• Anticipate the guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns

• Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed.

• Being a source of information to guests on various matters such as local events, attractions and restaurants.

• Accommodating general and unique requests.

• Jump into other ad-hoc duties when your colleagues need your help

• Diffusing conflict or tense situations with guests.

What we're looking for:

• Communication skills- Being able to communicate with guests, team members and managers in a professional manner. Be readily available for our guests when they have questions and or corners. Being friendly and approachable with all our guests and staff.

• Problem-solving skills- You are the first point of contact. Be the hero and turn issues into opportunities to Wow the guests and ensure guest satisfaction.

• Team Player- A hotel cannot run successfully with only one department. We may need to help other departments to ensure our guests have a great stay and our hotel runs successfully every day.

• Computer Skills- Basic computer skills required.

• Administrative Duties- copying and faxing documents, answering and transferring phone calls, handle incoming and outgoing mail, delivering messages to guests and emailing guests, associates and vendors.

• Flexibility- Hotels are open 24 hours a day and seven days a week. Working nights, weekends and holidays are part of hospitality

• Experience- No hotel experience required, but a plus. Always willing to train the right person with an ambitious attitude and a willingness to learn.

• Reliability- Being able to follow instructions and follow through to make sure the task assigned gets completed and done right. Always ensuring guest satisfaction by delivering great service and anticipating guest’s needs.

• Endurance- Being able to stand for long periods of time.

• Conflict Resolution Experience- Diffusing conflict or tense situations with guests.

Qualifications:

• High school diploma or GED. A college or university degree would be a bonus, but not essential

• Previous hotel-related experience preferred. OnQ experience highly desired.

• Knowledge of surrounding areas and local events.

• Ability to understand and adhere to proper credit, check cashing, and cash handling policies and procedures.

• Able to properly secure guest information.

• Ability to learn safety, emergency, and accident prevention policies and procedures.

• Excellent written and verbal communication

• Exceptional interpersonal skills

• Good time management and organizational skills

• Patience and a good listening skills.

• Knowledge of proper telephone etiquette.

• Ability to work a flexible schedule, including weekends and holidays

Job Types: Full-time, Part-time

Pay: $15.00 - $16.25 per hour

Benefits:

• Employee discount
• Paid time off

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• Overtime
• Weekend availability

Work Location: One location

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