Guest Service Representative

6 days ago

Carlsbad, United States Grand Pacific Resorts Full time
Job Summary

We are seeking a highly skilled Guest Service Agent to join our team at Grand Pacific Resorts. As a Guest Service Agent, you will be responsible for providing exceptional customer service to our guests, ensuring their stay with us is memorable and enjoyable.

Key Responsibilities
  • Attend to guests' needs, including registration, checkout, and cashiering.
  • Great and welcome guests upon arrival, registering them into the computer and verifying their reservation, address, and credit card information.
  • Promote the Hilton HHONORS Program and provide recognition and benefits to all present members.
  • Knowledgeable of the HHONORS members program and ensure the 15/10 rule is being followed.
  • Input all guest requests into GPX to ensure completion and confirmation calls to guests.
  • Attend Buzz sessions to stay informed about daily activities, arriving VIPs, group/conferences in house, special requests, and scheduled shuttles.
  • Knowledgeable of all special promotions for all hotel outlets and accommodations.
  • Recognition of repeat guests and familiarization of corporate accounts.
  • Correctly handle cash transactions and balance a cash drawer to the given amount.
  • Offer upgrades to coastal and suites when available.
  • Assist in the Marketplace for the sale of merchandise, food, and beverage, and Starbucks coffee drinks.
  • Inform and sell attraction tickets and refer guests to the activities desk.
  • Maintain Lobby cleanliness and organization.
  • Correctly process all checkouts by ensuring all billing is set up and guest folios are paid.
  • Accept payment for guests' accounts both at the time of registration and at checkout.
  • Maintain a house bank and make a deposit and accurate report of receipts daily.
  • Cash checks and exchange currency for guests.
  • Issue keys to and control entrance of safety deposit boxes.
  • Post miscellaneous charges as requested.
  • Attend all scheduled training, departmental, and hotel meetings and activities, refer all questions or concerns to the immediate supervisor or departmental manager, promote a positive working environment for all associates, and follow all guidelines and procedures set forth in the employee handbook.
Requirements
  • High school or equivalent education required.
  • One to two years in a customer service position required.
  • Preferable one-year experience in a front desk position.
Working Conditions

Most work tasks are performed indoors with moderate temperature control. Must be able to stand for periods of up to 4 hours in length and a total of eight hours a day. Must be able to exert well-paced ability to reach other departments of the resort on a timely basis. Must be able to exert well-paced ability in limited space. Must be able to lift up to 30 lbs. occasionally. Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability and visual acuity. Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other employees. Ability to spend extended lengths of time viewing a computer screen. Vision occurs continuously with the most common visual functions being those of near vision and depth perception. Requires manual dexterity to use and operate all necessary equipment. Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch-tone phone, filing cabinets, FAX machines, photocopiers, dolly, and other office equipment as needed.

Language

The individual must possess the ability to speak, read, write, and understand the primary language(s) used in the workplace.

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