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Guest Services Representative

2 months ago

Clarksville, Tennessee, United States DoubleTree by Hilton Clarksville Riverview Full time
Job Overview

Are you dedicated to delivering outstanding guest experiences? DoubleTree by Hilton Clarksville Riverview is in search of a Front Desk Agent to enhance our hospitality team. As the initial point of contact for our guests, your role will be crucial in providing a friendly and professional atmosphere at all times.

Compensation:

$16 Hourly

Key Responsibilities:
  • Facilitate efficient guest registration, ensuring proper payment methods, conducting credit checks, and adhering to billing protocols.
  • Respond courteously and accurately to inquiries via phone and in-person regarding reservations, hotel amenities, and guest issues.
  • Exhibit a commitment to delivering warm, anticipatory service that exceeds guest expectations.
  • Provide exceptional guest services for all incoming calls and general inquiries.
  • Maintain back-office equipment and ensure a sufficient stock of supplies.
  • Offer service recovery options to guarantee guest satisfaction.
  • Process requests for wake-up calls from guests.
  • Screen calls and manage requests related to telephone communications.
  • Inform guests of any messages received through voicemail, mail, or faxes, and deliver them to rooms as needed.
  • Document and address all guest calls, requests, questions, or concerns.
  • Log all requests or issues for follow-up.
  • Foster open, collaborative relationships with colleagues and other departments.
  • Maintain a friendly, helpful, and courteous demeanor towards all guests, managers, and associates.
  • Participate in pre-shift meetings, maintain and review shift reports, and discuss arrivals, departures, daily events, and service recovery guests.
  • Review profile details of incoming and departing guests, addressing requests and communicating special needs to other departments.
  • Ensure cleanliness of the work area and lobby at all times.
  • Maintain a visible presence in the lobby, acting as a lobby ambassador when not at the front desk.
  • Perform additional duties and projects as assigned.
Qualifications:
  • Proficient in speaking, reading, writing, and understanding English.
  • Professional appearance and demeanor suitable for a luxury environment.
  • Strong interpersonal, written, and verbal communication skills are essential.
  • Positive attitude, team-oriented mindset, and excellent customer service abilities.
  • Flexibility to work various shifts, including evenings, weekends, and holidays, based on departmental needs.
  • Highly motivated, organized, and results-driven individual who thrives under pressure.
  • Ability to stand, sit, or walk for extended periods.
  • Previous hospitality experience is preferred.
  • Must be eligible to work in the USA.
About the Company

DoubleTree by Hilton Clarksville Riverview is a full-service hotel featuring 156 rooms, located in a vibrant development. It offers accommodations for groups of up to 250, with versatile meeting spaces including ballrooms and breakout areas. Our dining options provide elevated casual cuisine and private dining spaces.

Full-time employees enjoy benefits such as:

  • PTO
  • Medical/Dental/Vision coverage
  • Short/Long-Term Disability
  • 401(k) matching
  • Paid monthly parking subscription (where applicable)
  • Hilton Brands Team Member Travel Program and Discounts
  • Performance-based annual bonus potential