Guest Services Agent Full Time

3 months ago

Greenbelt, United States Hilton Garden Inn Full time

Reports To: Front Desk Supervisor, Front Office Manager or Assistant General Manager
Department: Front Office
Compensation based on experiencePEP experience preferred
Primary Responsibilities:
-> Greet all guests and other front desk traffic in a timely, friendly and hospitable manner, always with a smile.
-> Sell rooms in order to maximize the Average Daily Rate (ADR) and occupancy per the guidelines of the Front Office Manager and General Manager.
-> Complete all require Hilton standards training on Hilton University
-> Check in all incoming guests as they arrive, making sure that the pertinent information is obtained, registration is completed and method of payment is secured promptly.
-> Promptly post all charges and credits to guest folios.
-> Accept and post payment on guest folios.
-> Prepare and balance shift deposits.
-> Monitor available rooms inventory, out of order rooms, late checkouts and stay over. Confirm that all stay overs are authorized or entitled to do so.
-> Check out departing guests. Before finalizing payment, make sure that all appropriate charges have been posted to the folio.
-> Answer the telephone promptly and courteously.
-> Handle all reservation traffic, whether by telephone, in person or by the central reservation system (CRS) in an efficient, friendly and hospitable manner. Consult room availability screen to establish availability, obtain clear and thorough information, and confirm reservations when complete to be sure that all information is correct.
-> Respond promptly to all guest confirmation of reservations.
-> Prepare daily cash report, balancing payments and disbursements with machine totals; prepare deposit slip and provide assistance to Front Office Manager by providing her/him with summary of daily bank status. Request change as required.
-> Monitor room key cards and room key inventory sheets.
-> Follow and complete all assignments from daily check list.
-> Process and distribute guest mail and messages.
-> Process and deliver messages for department heads, Front Office Manager and General Manager as promptly as possible.
-> Provide Information to guests in a courteous, informative and accurate manner.
-> Handle complaints courteously, receptively and promptly. Inform department head, assistant manager or General Manager of all complaints not matter how minor they may seem.
-> Call Executive Housekeeper's attention to dirty rooms as soon as guests check out. Do not let these rooms accumulate. Indicate rush rooms only when absolutely necessary. Prevent the rental of rooms before housekeeping has made them ready.
-> Handle Lost and Found by checking in computer and taking relevant messages. Coordinate inquires with Executive Housekeeper, Front Office Manager, or General Manager.
-> Complete and balance the audit and any reports during the third shift as required by Front Office Manager or the General Manager. (FOR NIGHT Auditor ONLY.)
-> Must be able to stand throughout the duration of shift.
-> Maintain your uniform and name badges in excellent condition and appearance. Also maintain personal cleanliness.
-> Attend meetings as scheduled by the Front Office Manager or General Manager.
-> Maintain the Market store fully stock at all times
-> Assist in maintain Front Desk area, lobby and back office clean.
-> Perform other reasonably related duties as assigned by the Front Office Manager or General Manager.
You may be required to work at other times than the normally scheduled hours. Must be able to work a flexible schedule. (Weekends, Holidays, AM, PM, Night Audit, Split Shifts, and must be able to work shift alone.)

From time to time, you will need to assist in other additional duties requested by management or Corporate office.
Compensation based on experiencePEP experience preferred

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