Guest Service Ambassador

3 months ago

Cedar Rapids, United States Hilton Garden Inn | CR Hotel #1 LLC Full time
Job DescriptionJob Description

Our Hilton Garden Inn Cedar Rapids is seeking a "Bright-Hearted" Guest Service Ambassador to join our front desk guest service team. This position is part-time to start and could lead to full-time if something becomes available; the hours are 3p-11p and 7a-3p shifts. If you are seeking an opportunity to work within hospitality and love dealing with the public, having no one day exactly the same as the other and want to be a part of a team of Grateful, Helpful & Kind individuals - apply today.


For immediate consideration you may stop by the hotel and complete and application. If a manager is available you may be asked to interview at that time. This position is available immediately.


ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

  • As a primary goal for this position, ensure highest level of guest satisfaction by offering attentive service to every guest and associate; greet guest immediately with a friendly and sincere welcome
  • Listen carefully to understand all guest requests, respond with appropriate action and provide accurate information. Resolve any problems or issues quickly, efficiently and courteously
  • Recognize and reward Hilton Honor members according to brand standard
  • Anticipate potential issues and problems and engage proactively to avoid them utilizing Service Recovery items as necessary
  • Ensure guest, room and group event information gathered and data entered is accurate, up to date and properly communicated
  • Support an organized and comprehensive filing system by documenting on purchases, reports and tracking logs
  • Maintains, monitors and prepares guest/group requirements keeping information up to date and relays information as needed
  • Deliver sales and upsell opportunities for all HGI's products and services
  • Maintain proper key management system
  • Prepare list of expected arrivals, assist in preregistration activities and process advance reservations
  • Create and maintain reservation records and prepare letters of confirmation and promptly process any cancellations and modifications
  • Properly and accurately follows all cash-handling, check and credit processes and policies
  • Verify credit card and required guest information
  • Proficiently operate and enter data into all Front Office computer systems including property management, catering, Microsoft Office, Hilton branded or similar systems
  • Remain up-to-date and familiar with procedures, activities at HGI, local attractions, current events, directions and other information on the local area in order to provide accurate information at the Front Desk
  • Performs pool monitoring as needed/required by state
  • Ensures all areas of lobby, front desk and entrances are properly sanitized according to brand
  • Must be able to handle a crisis in a calm, effective manner. This includes upset guests, fire, tornado, armed robbery and assault, bomb threats and accidents.
  • Wears proper uniform at all times and is warm, welcoming and genuine
  • Step in for other staff as directed/needed or other duties as assigned
  • Attend staff meetings as needed
  • All other duties assigned by Management

HGI POLICIES

Responsible for following all HGI policies and procedures as set forth in the HGI handbook and property specific guidelines/standards. These policies include dress code, safety and performance standards. Employees must also maintain a professional image and report to work as scheduled.


SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.


QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 1-2 years hotel/hospitality experience preferred; ability to use computer and other electronic equipment required.


EDUCATION and/or EXPERIENCE

High School education or GED required to accomplish the essential functions of this job; must be computer proficient and familiar with office equipment.


LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.


MATHEMATICAL SKILLS

Ability to read, write and recognize numbers, comprehend signs and symbols; cash handling skills required; basic algebra required


KNOWLEDGE, SKILLS & ABILITIES

  • Customer Service-centric
  • Can work on own as well as part of a team
  • Performs work well with speed, accuracy, and attention to detail
  • Able to work well in stressful, high pressure situations
  • Ability to maintain confidentiality of guest information
  • Clear and thorough communication skills
  • Excellent problem-solving skills
  • Ability to follow directions thoroughly and work with minimal supervision
  • Ability to comprehend and use computerized reservation system
  • Able to assimilate complex information, data, etc. from disparate sources and consider, adjust/modify to meet the constraints of particular
  • Willing and able to work evenings, weekends and holidays; available for flexible scheduling to meet the needs of the department

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. All employees must always follow proper safety precautions to avoid injuries.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl. The employee occasionally is required to climb or balance. The employee is regularly required to talk and hear, taste or smell. The employee may occasionally lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORKING CONDITIONS

The work environment described here is representative of that an employee encounters while performing the essential functions of this job. All employees must always follow proper safety precautions to avoid injuries.

While performing the duties of this job, the employee is regularly exposed to fumes or airborne particles and toxic or caustic chemicals. The employee is frequently exposed to extreme heat from hot water. The employee is occasionally exposed to blood-borne pathogens, outside weather conditions (depending on business unit), and a mild risk of electrical shock and occasionally works with power equipment such as buffers, carpet cleaners, etc. The noise level in the work environment is usually moderate.

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