Guest Services Agent

Job Description

Guest Services Agent | Hilton

The Tone:
This is a full-time role at Hilton, located in Overland Park, KS. Hilton, a leader in the hospitality industry for nearly a century, offers a wide range of lodging options, providing the finest accommodations, service, amenities, and value to travelers worldwide. This role is crucial in ensuring a positive and seamless experience for all guests by providing outstanding guest service, and it directly contributes to the hotel’s financial profitability.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Overland Park, KS

• Team: Guest Services, Operations, and Front Office
• Mission: This person ensures a positive and seamless guest experience while contributing to hotel profitability through efficient guest services and guest relations.

What You’ll Actually Do
• Guest Registration: Warmly greet guests, complete the full registration process by accurately inputting and retrieving information from the computer system, confirming guest details and room rates, selecting appropriate rooms, coding electronic keys, promoting marketing programs, providing a welcome packet, and ensuring guests know their room location or are accompanied by a bell person.
• Guest Check-Out: Assist guests with a smooth check-out process, which includes accurately accounting for all rooms and services, utilizing the point-of-sale system, precisely handling various forms of payment such as money, credit/debit cards, and gift certificates/cards, converting foreign currency, and making change.
• Hotel Knowledge & Information: Maintain a thorough and up-to-date knowledge of all hotel information, including room categories, rates, packages, promotions, local area attractions, and general product knowledge, to accurately answer guest questions and inquiries.
• Up-selling & Maximizing Occupancy: Proactively employ up-selling techniques to promote hotel services and facilities, aiming to maximize room occupancy and consistently enhance the overall guest experience.
• Guest Inquiries & Resolution: Respond to guest inquiries and requests promptly, friendly, and efficiently, which involves fielding guest complaints, conducting necessary research to understand issues, and resolving them by negotiating solutions to ensure comprehensive guest satisfaction.

The Must-Haves
• Background: The job description does not specify minimum education or career level. Candidates must embody Hilton’s core values of Hospitality, Integrity, Leadership, Teamwork, Ownership, and Now.
• Experience: The job description does not specify a minimum number of years of experience. Candidates are expected to demonstrate key attributes: Quality, Productivity, Dependability, Customer Focus, and Adaptability, which are essential for providing outstanding guest service.
• Skills: Proficient operation of computer systems for data input and retrieval, including point-of-sale systems; accurate financial transaction handling such as managing money, credit/debit cards, gift certificates/cards, foreign currency conversion, and making change; effective verbal communication for relaying messages, addressing inquiries, and negotiating solutions; and problem-solving abilities to research and resolve guest complaints.