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Guest Service Agent

4 months ago

Coronado, United States Hotel del Coronado, Curio Collection by Hilton Full time
Description

Reporting to the Shore House Supervisor, The Shore House Host is the primary point of contact for all Shore House guests.  The Shore House Host is a property ambassador and assists in crafting a curated experience for our guests while supporting all team members in executing the highest level of service while creating “Del Memories”.

Position Summary:

Projects professionalism and a positive attitude while efficiently and courteously assisting our Shore House guests.  Must be able to handle and process guests’ requests and exceed their expectations while providing them with personalized services and accurate information.

  •         Handle the pre-planning of the Shore House experience for all scheduled Shore House arrivals
  •           Coordinate and confirm verbally and via itinerary the guest arrival schedule and all planned activities for each Shore House guests in advance of arrival.
  •           Handle the arrival, hotel orientation and departure of all Shore House guests.
  •         Check guests in/out of hotel using hotel computer system.
  •       Book future hotel or Shore House reservations for guests
  •         Respond to all guests’ requests; make suggestions and arrangements to enhance the overall guest experience. 
  •         Make it happen – act as a conduit between the Shore House guests and all operating departments to “get it done, whatever it is.”
  •      Make dining and other reservations for Shore House guests and follow through with corresponding departments to ensure execution of task.
  •   Maintain the cleanliness and neatness of your working area.
  • Check daily information board to prepare for arrivals and special requests.
  •  Adhere to department and hotel procedures and policies
  •  Provide assistance to all hotel departments as required.
  • Adhere to guidelines established in the Hotel del Coronado Associate Handbook.
  •  Perform additional tasks as requested by members of the leadership team.

Supportive Functions:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

  • Participates in industry organizations.
Requirements

Qualifications

The success in this role will demonstrate itself through the following attributes and skills:

  • Works with a positive “can-do” attitude.
  • Excellent verbal and written communications skills. Ability to multitask and attention to detail.
  • Service from the “HEART” approach toward guests and the team.

Required Qualifications

  • Minimum Education: High School Diploma or GED
  • Minimum Years of Experience: Two years of hospitality experience required
  • Excellent verbal, written, computer, directional, organizational, problem solving, and follow through skills.  Able to work well under pressure.
  • Interest in and knowledge of the San Diego area and cultural activities.
  • Must be friendly, outgoing, self-motivated, attentive to detail and capable of prioritizing and handling multiple tasks and responsibilities.

Preferred Qualifications

  • Minimum Years of Experience: Two years of luxury experience preferred

PHYSICAL REQUIREMENTS

Frequency Key:  Never – 0 hours; Rare – up to 1 hour; Occasional – 1-3 hours; Frequent – 3-6  Hours; Constant – 6-8 hours

Physical ActivityFrequency 

Hearing                                                   Constant 

Talking                                                    Constant

Near Vision                                           Constant 

Far Vision                                               Constant 

Sitting                                                      Constant

Crouching/Bending/Stooping        Frequent 

Reaching                                                Frequent 

Grasping                                                Frequent 

Standing                                                 Frequent

Walking                                                  Frequent

Crouching/Bending/Stooping        Frequent

Pushing/Pulling                                   Occasional

Climbing stairs                                     Occasional 

Lifting/Carrying (25 lbs.)                  Occasional

Smell                                                       Rare

Travel                                                      Rare

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

  • Hospitality - We're passionate about delivering exceptional guest experiences.
  • Integrity - We do the right thing, all the time.
  • Leadership - We're leaders in our industry and in our communities.
  • Teamwork - We're team players in everything we do.
  • Ownership - We're the owners of our actions and decisions.
  • Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

  • Quality
  • Productivity
  • Dependability
  • Customer Focus
  • Adaptability

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all

The hourly rate is $19.42 - $22.85 and is based on applicable and specialized experience and location.

Source: Hospitality Online