Job Description

Position Description

Under the direction of the Front Office Manager (FOM), with a dotted line to the General Manager (GM) and Front Desk Supervisor, the Guest Service Agent is responsible for the execution of all operations in the Front Office department in accordance with hotel, Hilton Garden Inn, and Hilton Brand Standards. The Guest Service Agent will contribute to the hotel's continuing effort to deliver outstanding guest service and represents the hotel when on duty, ensuring all policies and procures of the hotel are followed. The Guest Service Agent will contribute to a positive, enthusiastic and inclusive environment.

Major Responsibilities

Maintain a strong presence at the Front Desk and throughout the hotel at all times

Complete reports, check lists and specific duties assigned by the Front Office Manager in a timely and accurate manner

Ensure all guests feel continually welcomed by maintaining the hotel's exceptional level of customer service at all times

Make reservations, ensuring all pertinent guest information is collected and that guests understand hotel policies prior to arrival

Check guests in and out of the hotel, ensuring highest levels of privacy and accuracy for all transactions

Answer all telephone calls in a timely and professional manner, ensuring that calls are answered and acknowledged within 3 rings

Follow daily reports (Arrivals, Honors Guest, In-House Guests, Traces, and High Balance) to ensure all guest requests are met, and inform other departments of guests' requests when required

Follow all SRPs, promotions, extended stay rates, tax exemptions, market segments, PEP postings, Honors procedures and rate structures

Handle a cash float, ensuring it balances correctly at the end of shift

Ensure beer and wine counts are accurate

Assist Sales with Arrivals Reports daily and weekly, add notes to reservations when required, ensure that information requested by Sales is obtained and provided in a timely manner

Replenish Suite Shop and CRM inventory as required

Create CRM bags and letters per Extended Stay Touch program, ensuring each department head signs the proper letters and Housekeeping delivers items to the correct rooms

Monitor occupancy/rate demand and recommend changes to the Front Office Manager

Review and respond to surveys as directed by FOM in Stay Experience Platform

Constant review of third-party programs including Kipsu, Converge, Expedia extranet, Booking.com extranet, etc.

Work cohesively with all departments to ensure all guests have the best experience while staying at the hotel

Provide excellent customer service as per hotel standards by responding promptly to all guest requests

Thorough knowledge of all internal, Hilton Garden Inn and Hilton programs and promotions, Honors, PEP updates, selling strategies and special rates

Complete necessary paperwork for front desk operations (daily check lists, MOD reports, Converge payments, cash count reports, down-time reports, etc.)

Maintain a tidy and hazard-free work space (Front Desk) and Back Office

Support cleanliness efforts with dusting and wiping down surfaces, cleaning keyboards, phones etc, ensure items in Lost and Found drawer does not exceed 3-month limit, etc.

Proper stock of guest items at the Front Desk, asking Housekeeping to replenish supplies as required

Promote teamwork and quality service through daily communication and coordination with team members and Department Heads

Act and communicate with professionalism while dealing with guests and coworkers

All other duties as assigned by the FOM and/or GM

Customer Service and Guest Relations

Support the hotel's standards and contribute to the delivery of consistent and excellent guest service Demonstrate responsiveness to guest's special requests Solicit guest feedback and alert the FOM to all opportunities for hotel improvement Accept responsibility and be empowered to enact the customer satisfaction pledge of the Brand Assist the FOM and/or GM in resolving service concerns Understand, embody and exemplify the Hilton Garden Inn culture pillars of HEART, Extended Stay Touch, Make It Right, and Suite Assurance Guarantee

Health and Safety, and Loss Prevention

Maintain, promote and follow Health and Safety within the department and hotel through the understanding and following of the procedures of the Hotel's Emergency Response Plan Observe and ensure compliance of the hotel's key control procedures Properly use and care for all equipment and tools used to perform duties Follow all guest and property security policies Report accidents and/or hazards to the FOM Participate in hotel's semi-annual and annual health and safety trainings, and mandatory staff meetings Follow the hotel's Employee Handbook

Requirements

Ability to meet the physical and mental requirements of the position

Must have excellent communication and interpersonal skills

Ability to work within a team environment and have the ability to complete all assigned tasks with little to no supervision

Ability to lift up to 50 lbs

This position will require early mornings or late evenings (or a combination of both), including weekends and holidays

Job Types: Full-time, Part-time

Pay: $18.38-$22.05 per hour

Expected hours: 24 - 40 per week

Benefits:

Dental care Extended health care Life insurance On-site parking Paid time off
Work Location: In person