Guest Services Agent

Job Description

About the Job: Guest Services Agent

As a Guest Services Agent, you will be responsible for providing outstanding guest service and contributing to the hotel’s financial profitability by efficiently greeting, registering, and checking guests out of the hotel. This role is crucial in ensuring a positive and seamless experience for all guests.

What will I be doing?

Your primary responsibilities as a Guest Services Agent include, but are not limited to, the following tasks, performed to the highest standards:

• Guest Registration: Greet guests warmly and complete the full registration process. This involves 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 the check-out process, which includes accurately accounting for all rooms and services, utilizing the point-of-sale system, handling various forms of payment (money, credit/debit cards, gift certificates/cards), converting foreign currency, and making change.
• Hotel Knowledge & Information: Maintain a thorough 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: Employ up-selling techniques to promote hotel services and facilities, aiming to maximize room occupancy and enhance guest experience.
• Guest Inquiries & Resolution: Respond to guest inquiries and requests promptly, friendly, and efficiently. This includes fielding guest complaints, conducting necessary research, and resolving issues by negotiating solutions to ensure guest satisfaction.
• Communication & Messaging: Receive, input, retrieve, and relay messages accurately to guests.

What are we looking for?

Hilton, a leader in the hospitality industry since 1919, seeks Team Members who embody our Vision, Mission, and Values. We specifically look for the demonstration of these core values:

• Hospitality: A genuine passion for delivering exceptional guest experiences.
• Integrity: Upholding the highest ethical standards in all actions.
• Leadership: Demonstrating leadership within the industry and local communities.
• Teamwork: Collaborating effectively as a team player in all endeavors.
• Ownership: Taking full responsibility for actions and decisions.
• Now: Operating with a strong sense of urgency and discipline.

In addition, we seek candidates who demonstrate the following key attributes:

• Quality: Commitment to delivering high standards in all tasks.
• Productivity: Efficiency and effectiveness in completing responsibilities.
• Dependability: Reliability and consistency in performance.
• Customer Focus: A strong dedication to meeting and exceeding customer expectations.
• Adaptability: The ability to adjust to changing circumstances and demands.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, offering a wide range of lodging options from luxurious full-service hotels to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has provided business and leisure travelers with the finest accommodations, service, amenities, and value. Our dedication to delivering exceptional guest experiences across our global brands is driven by our vision “to fill the earth with the light and warmth of hospitality.” Our amazing Team Members are at the heart of this vision, creating remarkable hospitality experiences worldwide every day.

Work Locations: DoubleTree Overland Park @ Corp Woods

Schedule: Full-time

Brand: DoubleTree by Hilton

Job Type: Guest Services, Operations, and Front Office