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Guest Services Agent

4 months ago

Dana Point, United States HRI Development LLC Full time

Welcome to the Hilton DoubleTree Suites in the beautiful Dana Point As a team member of our hotel, you'll have the opportunity to work in a luxurious and tranquil environment, surrounded by stunning ocean views and top-notch amenities. We take pride in providing exceptional service to our guests, and we're committed to fostering a positive and supportive workplace culture for our employees. Join us and become part of a team that strives to create unforgettable experiences for our guests every day. Come experience the beauty of working at the DoubleTree Suites by Hilton
- This role will assist with finance as well. Ideal for people who may want to learn about both front office and finance in the hospitality field.

Shifts will be predominantly in the AM.

**JOB DESCRIPTION**

**Job Title**: Guest Service Agent

**Division**: Front Office

**Supervision Exercised**: None

**Supervision Received**: Front Office Supervisor and Front Office Manager

**JOB SUMMARY**

Check in and check out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry.

**JOB DUTIES**
- Maintain complete knowledge at all times of:

- All hotel features, services, hours of operation.
- All room types, numbers, layout, decor, appointments and location.
- All room rates, special packages and promotions.
- Daily house count and expected arrivals/departures.
- Room availability status for any given day
- Scheduled daily group activities.
- Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
- Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
- Meet with supervisor to review daily assignments and priorities.
- Meet with departing Front Desk Agent to review business status and follow up items.
- Access all function of computer system according to established procedures and standards.
- Set up workstation with necessary supplies; maintain cleanliness throughout shift.
- Answer department telephone within three rings, using correct greeting and telephone etiquette.
- Promote positive guest relations to all individuals approaching the Front Desk.
- Accommodate all requests for information in a congenial manner.
- Process all guest check ins according to established hotel requirements:

- Confirm reservation in system and review all noted information
- For guests without a reservation, sell a room type as agreed upon
- Register guest in computer and generate a registration card
- Verify registration card information with guest, obtain back up information for guest credit or payment method and input into system; collect cash when designated
- Assign guest room
- Advise guest of any messages, mail, faxes, etc. received for them
- Inform guest of room safe and mini bar key and room key procedures
- Issue parking passes validate valet parking tickets and enter information in computer
- Communicate services and amenities included in packages to guests on packages
- Obtain proper identification for tax exempt guests and attach form to registration card
- Obtain guest signature for designated paperwork
- Obtain Bell Person to escort guest and transport their luggage to the room.
- Maintain guest history files on all guests.
- Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
- Set up accurate accounts for each guest checking in according to their requirements (sharing, separate room, tax, incidentals)
- File registration cards and vouchers in bucket by room number.
- Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for "walking" guests.
- Accommodate room changes expediently.
- Handle guest complaints according to the six step procedures, ensuring guest satisfaction.
- Document all guest requests, complaints, or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction.
- Take, record, and relay messages accurately, completely, and legibly. Distribute hotel personnel messages to appropriate individuals.
- Offer detailed information on the voice mail system to callers and guests wishing to leave message.
- Accept and record wakeup call requests; deliver to PBX.
- Issue safe deposit boxes to guests and ensure security of keys.
- Distribute all guest and department mail.
- Monitor, send and distribute guest faxes.
- Document and confirm reservations and cancellations.
- Block rooms in the computer and follow through on designated requirements.
- Pre-register designated guests and prepare key packets.
- Communicate pertinent guest information to designated departments/personnel (special requests, amenity delivery).
- Generate, print and distribute daily and weekly reports.
- Resolve discrepancies on the room