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Guest Service Agent

2 months ago

Deerfield Beach, Florida, United States Embassy Suites by Hilton Chicago North Shore Deerfield Full time
At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do

We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey. Whether it be our health & wellness programs, best in class learning and development or our travel discounts that 'feed your inner explorer', we work hard to create and deliver on what YOU need. We are ready for you to start your journey with us where You Belong. We Care. Shine Bright

We are committed to providing you with:

An exceptional benefit plan for associates & family members including Medical, Dental, Vision, Short Term and Long Term Disability, Life Insurance, Flexible Spending Account
401K matching program
Discounts with our Crescent managed properties in North America for you & your family members along with Marriott Branded Hotel Associate Discounts
Employee Assistance Program
What you will be doing:

As a Guest Service Expert, you are responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you are responsible for performing the following tasks to the highest standards.

Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
Complete the registration process by inputting and retrieving information from our system, confirming the guest reservation information including number of guests, number of nights stay and room type. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number. Provide welcome letter and key packet, containing room keys, certificates and discount coupons.
Verify and receive authorization for credit cards, handle cash and make change as received. Ensure your assigned house bank is balanced. Ensure you are posting guest room charges and house account charges accurately.
Promptly answer guest incoming calls using positive and clear communication. Input comments into the reservations as needed. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
Ensure accurate closeout of guest's accounts at time of departure. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
Comply with attendance rules and be available to work for your scheduled shifts.
Perform any other job-related duties as assigned.
What you should bring to the table:At least 1 year experience with hotel front desk operations
Excellent communication skills and enthusiasm for guest services
Hilton brand experience is preferred
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c) Source: Hospitality Online