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Guest Services Agent

4 months ago

Salt Lake City, United States HRI DEVELOPMENT Full time

We are looking for Guest Service Agents to join our team Whether you are looking to launch a new career or grow in an existing one, hospitality is a great starting or ending point. If you are a customer-focused and passionate about the hospitality industry, we want to talk to you. We are looking for team members who share our values of Hospitality, Integrity, Leadership, Teamwork, Ownership, and Now.

Job Summary

Our Guest Services Agents truly are our Guest Experience Experts. They build memorable experiences for our guests and take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to do what needs to be done to ensure our guests receive the best experience possible. From processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Services Agent finds ways to optimize the front desk experience.

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.
  • Scheduled daily group activities.
  • Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
  • Answer department telephone using correct greeting and telephone etiquette.
  • Promote positive guest relations to all individuals approaching the Front Desk.
  • Process all guest check ins and outs according to established hotel requirements
  • Maintain guest history files on all guests.
  • Set up accurate accounts for each guest checking in according to their requirements (sharing, separate room, tax, incidentals)
  • 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 with guests to ensure completion and guest satisfaction.
  • Take, record, and relay messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals.
  • Generate, print and distribute daily and weekly reports.
  • Resolve discrepancies on the room status reports with Housekeeping.
  • Assist all departments and executives in obtaining appropriate information regarding groups, inventory and guest information.
  • Run closing reports
  • Complete designated cashier reports
Minimum Requirements
  • High school graduate or equivalent
  • Previous experience in customer service.
  • Must be able to compute accurate mathematical calculations
  • Must be able to clearly communicate in English with guests, visitors, management and coworkers to their understanding, both in person and by telephone.
  • Must be able to provide legible communication and directions
  • Ability to prioritize, organize and follow up
  • Ability to work well under pressure of constant frequent arrivals and departures
  • Ability to maintain confidentiality of all guests and hotel information
  • Ability to ensure security of guest room access
  • Ability to remain stationary at assigned post for extended periods of time
  • Ability to work cohesively with other departments and coworkers as part of a team
Our people are our identity Here at the DoubleTree by Hilton in Salt Lake City Downtown, we strive for our employees to have work-life balance and enjoy coming to work. We are an inclusive culture with a diverse employee population that works hard and has fun. We want you to be able to take care of yourself and your family, and we want to take care of you We believe each team member should feel Valued, Cared for, and Respected at the DoubleTree by Hilton. Some of our employee benefits include:
  • Travel discounts - travel around the world and stay at Hilton for $40-$60 per night
  • Full-Time employees are eligible for benefits after 30 days of employment
  • Health, Dental, Vision, Employer paid Short Term and Long-Term Disability, and more
  • Paid Sick and Vacation Time
  • Free parking

HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job-related requirements.