Guest Service Agent

2 weeks ago

Milpitas, United States Hilton Worldwide Full time

Job Description - Guest Service Agent - Embassy Suites by Hilton Milpitas Silicon Valley Job Number: HOT0B40G Work Locations Embassy Suites Milpitas Silicon Valley 901 Calaveras Blvd. Milpitas 95035 The Embassy Suites Milpitas Silicon Valley is looking for a customer service focused individual to join this dynamic team. The ideal candidate would have a positive outgoing personality with experience in customer service or a similar role. This is a great opportunity for an individual looking to grow in the Hospitality industry. A Guest Services Agent is responsible for greeting and registering guests and checking guests out of the hotel while delivering great and caring service to our guests. Classification: Full time Hourly Range: $20.25-$20.25 Shift Pattern: Must have open availability to work a mixture of daytime and evening shifts which include weekends and holidays. What will I be doing? As a Guest Services Agent, you would be responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards: Greet guests and complete the registration process, including inputting and retrieving information from the computer, confirming guest information and room rate, selecting rooms, coding electronic keys, promoting marketing programs, providing a welcome packet, and ensuring guests know the location of their room or have a bell person accompany them. Assist guests with check-out, ensuring rooms and services are correctly accounted for, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change, and processing gift certificates and cards. Demonstrate thorough knowledge of hotel information, including room categories, room rates, packages, promotions, the local area, and other general product knowledge to answer guest questions and inquiries. Use up-selling techniques to promote hotel services and facilities and maximize room occupancy. Respond to guest inquiries and requests and resolve issues in a timely, friendly, and efficient manner. Field guest complaints, conduct research, and resolve and negotiate solutions for guest satisfaction. Receive, input, retrieve, and relay messages to guests. Be a Champion of Service for our guests utilizing our HEART model. Be a driver of great SALT scores (guest satisfaction survey). Manage and maintain the Lobby area to ensure it is clean and tidy for our guests. Must be able to work evening shifts, weekends, and holidays. What are we looking for? At least 1 year of hotel/hospitality experience in a fast-paced environment preferred, but willing to train someone with retail and/or customer service experience. A multi-tasker, must be able to answer phones, respond to guests, and check in/out guests at any given moment. Friendly, positive can-do attitude and a team player. Able to respond to guest requests with a sense of urgency. The desire to grow a career within Hilton. Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values: Hospitality - We're passionate about delivering exceptional guest experiences. Integrity - We do the right thing, all the time. Leadership - We're leaders in our industry and in our communities. Teamwork - We're team players in everything we do. Ownership - We're the owners of our actions and decisions. Now - We operate with a sense of urgency and discipline. What will it be like to work for Hilton? Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities, and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision 'to fill the earth with the light and warmth of hospitality' unites us as a team to create remarkable hospitality experiences around the world every day. Our amazing Team Members are at the heart of it all Job Guest Services, Operations, and Front Office J-18808-Ljbffr

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