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Guest Service Agent

3 months ago

Woodland Hills, United States Hilton Woodland HillsLos Angeles Full time

**JOB OVERVIEW**

To provide our guests with excellent hospitable service at the Front Desk from making the guest reservation to overseeing and ensuring a seamless guest departure.

***REPORTS TO**

Front Desk Supervisor, Front Office Manager

**ROP**: $19.73/Hourly

**WORK HOURS**

Associate will be required to work day/and or evening shifts, weekdays and weekends and holidays. Some overtime may be required, depending on business levels

**EDUCATION/EXPERIENCE**
- High school graduate. Some college preferred
- Must have 1-2 years customer service experience
- Previous front desk agent experience preferred
- RBS Certification required (accessible online)

**LANGUAGE SKILLS**
- Ability to read, comprehend and write instructions, correspondence and memos.
- Ability to communicate verbally (including telephone contact) with Guests, management and co-workers.

**COMPUTER SKILLS/EXPERIENCE**
- Previous OnQ experience preferred.

**MATHEMATICAL SKILLS**
- Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
- Ability to compute rate, ratio and percent.

**REASONING ABILITY**
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to interpret basic technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

**ESSENTIAL SKILLS**
- Ability to follow all appropriate policies and procedures while constantly striving to improve all standards of operation.
- Ability to follow safety and security procedures and will not pose a direct threat to the health/safety of self or others.
- Ability to plan, prioritize, organize, maintain concentration, and complete all work assigned.
- Ability to focus attention to performance of tasks despite frequent, stressful or unusual interruptions.
- Ability to communicate calmly with irate Guests, co-workers or supervisors in sometimes tense situations.
- Ability to perform job functions with mínimal supervision.
- Ability to work cohesively with co-workers as part of a team.
- Treat co-workers and guests with courtesy, friendliness and respect and provide responsive service.
- Ability to meet or exceed productivity and performance standards and complete tasks as assigned by supervisor or manager.
- Ability to understand and carry out instructions in verbal, written or diagram form.
- Ability to understand Guests’ service needs.
- Ability to adhere to work schedule and arrive on time in a neat and alert condition and adhere to company dress standards.
- Ability to follow all appropriate policies and procedures while striving to improve all standards of operation.
- Ability to interact with people, particularly in resolving complaints and problems.

**ESSENTIAL JOB DUTIES**
- Welcome and register guests expeditiously, provide information to guests as needed, obtain identification and credit/check approval as directed by hotel policy. Verify rate and departure date. Confirm and modify information required to complete the registration process as per hotel procedures.
- Check departing guests out of the hotel as per hotel procedures.
- Answer all guest questions accurately and resolve problems in a timely manner ensuring guest satisfaction. Authorize revenue allowances as allowed by hotel policy.
- Resolve guest problems and complaints.
- Sell guest rooms, food & beverage outlets and seasonal hotel promotions.
- Review Front Desk log when coming on shift and record pertinent information as needed throughout shift.
- Post charges to individual room or master account.
- Complete tasks on daily checklist.
- Communicate with other hotel departments to maintain a high level of guest satisfaction.
- Adhere to guest safe deposit box procedures.
- Adhere to policies regarding handling of employee’s cash bank.
- Reconcile all charges and cash received during shift and prepare drop. Have drop witnessed.
- Sell Hilton Rewards Program to guests.
- Process mail, messages, faxes and packages.
- Responsible for knowledge of groups and functions in the Hotel on a daily basis.
- Notify management of any pertinent information related to shift activities.
- Ensure all equipment is in operation order and all supplies are up to par. Report equipment that needs repair or supplies that need to be ordered.
- Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
- Be a Team Player and encourage the teamwork attitude among staff.
- Attends department and inter-departmental meetings.
- Notify management of any pertinent information related to shift activities.
- Be knowledgeable in all hotel emergency procedures.
- Ensure areas are free of safety hazards and performs all duties in a safe and efficient manner.
- Ensures total guest satisfaction.
- Follow supervisor’s instructions and performs other duties as directed or assigned.

**PHYSIC