Guest Services Representative

1 week ago


Brockton, Massachusetts, United States Spark by Hilton Full time
Job Overview

Position Title: Front Desk Agent

Objective: To deliver exceptional service in a courteous, professional, and efficient manner, primarily focusing on the check-in and check-out processes that enhance the overall guest experience.

Key Responsibilities:

  1. Welcome, register, and allocate rooms to guests. Provide room keys and escort instructions to the Bell staff or directly to guests as necessary, ensuring privacy regarding room numbers.
  2. Respond to inquiries regarding hotel amenities, guest registration, and local shopping, dining, entertainment, and travel directions.
  3. Maintain accurate records of room availability and guest accounts. May assist in making, confirming, and canceling reservations for guests.
  4. Calculate bills, collect payments, and provide change to guests. May record charges for room, food, beverages, or telephone services manually or electronically.
  5. Date-stamp, categorize, and organize incoming mail and messages. Facilitate communication through various devices such as telephones, faxes, and switchboards.
  6. Understand and uphold the hotel’s credit policies. Ensure accountability for all cash transactions and perform deposits in line with hotel and corporate regulations.
  7. Proactively greet guests in a friendly and welcoming manner.
  8. If serving in a supervisory role: (a) oversee assigned staff in the absence of the Supervisor, (b) delegate tasks, and ensure proper execution of duties by assigned personnel.
  9. May assist guests with restaurant, transportation, or entertainment bookings; may secure guests' valuables in the hotel safe or safe-deposit box; may arrange complimentary items for special occasions.

Additional responsibilities may be assigned as needed.

Required Skills:

  1. Articulate clearly and listen attentively.
  2. Utilize personal judgment and specialized knowledge to provide information effectively.
  3. Engage well with a diverse range of individuals.
  4. Adapt seamlessly between various tasks such as typing, interviewing, searching directories, and using telecommunication devices.
  5. Demonstrate precision with visual and manual tasks while operating a switchboard or computer keyboard.

Qualifications:

Education:

High School Diploma or equivalent.

Experience:

A minimum of 3 months in hospitality, general office, accounts receivable, or customer service roles.



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