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Guest Service Agent

3 months ago

Washington, United States Hilton DC National Mall The Wharf Full time

A Guest Service Agent should provide our guests with excellent service at the front desk from making the reservation to departure. The Guest Service Agent should respond to guests needs, requests and complaints. The Guest Service Agent should also offer guest rooms, food & beverage outlets and seasonal hotel promotions.

**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.
- Offer 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.
- Offer Hilton Honors Rewards Program to guests.
- Process mail, messages, faxes and packages.
- Assist Guest Assistant Attendant as needed.
- 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.
- Assist in safety and maintenance by tracking items in HotSos for relevant department
- Receive advance deposits at the desk for future reservations and process as per policy.
- 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.

**Experience**: Required
- Hotel/hospitality experience

**Education**: Required
- High School or better

**Skills**: Required
- Customer Service
- Critical Thinking

**Motivations**: Preferred
- Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals

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 60-1.35(c)