Overnight Guest Service Agent/Night Audit

2 weeks ago

Minneapolis, Minnesota, United States Hilton Minneapolis Full time
The Hilton Minneapolis is looking for the next Overnight Guest Service Agent to join their growing team

Shift Pattern: 11pm-7am

Availability: Union Position which requires complete open availability. We are NOT able to accommodate schedule restrictions and full-time hours are not guaranteed. Hours and schedule are based on Seniority and Business Needs and may be minimal at times until seniority is established.

Pay Rate: $17.35 per hour plus $2.00 shift differential for overnight shifts

*This position is eligible for $1,000 New Hire Incentive (provided the candidate is a new hire and not a rehire or Hilton-managed transfer.)

What are the benefits of working for Hilton?*

Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits such as:

Go Hilton travel program: 100 nights of discounted travel
Access to your pay when you need it through DailyPay
Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount
Maternity and parental leave, including 12 weeks of paid leave for birthing parents and four weeks of paid leave for eligible Team Members, including partners and adoptive parents
Debt-Free Education: Team Members will have access to a wide variety of educational credentials through our partnership with Guild Education, including: college degrees and professional certifications
Flexible shifts and days off
Comprehensive Health Insurance coverage for you and your family, including Telemedicine and at-home care via AmazonCare
Mental health resources including free counseling through our Employee Assistance Program
Best-in-Class Paid Time Off (PTO)
401K plan and company match to help save for your retirement
*Available benefits may vary depending upon property-specific terms and conditions of employment What will I be doing?

This position will generally be scheduled 3 shifts as an overnight Guest Service Agent and two shifts as a GSA with Night Audit responsibilities. As an Overnight Guest Services Agent/Night Auditor, you would be 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 would be responsible for performing the following tasks to the highest standards:

Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her
Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards
Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy
Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner
Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction
Receive, input, retrieve and relay messages to guests
Audit, post and balance daily revenue in Rooms, Food & Beverage Outlets, etc.
Audit, balance post and report on the front desk to include but not limited to, room charges, corrections, adjustments, disputed charges, etc.
Ensure credit card system reconciles to daily transaction lists
RequirementsWhat 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

Source: Hospitality Online

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