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Hospitality Service Agent

2 months ago

Albany, New York, United States Hilton Garden Inn AlbanySUNY Full time
Job Overview

POSITION SUMMARY

The Hospitality Service Agent is tasked with delivering attentive, courteous, and efficient service to all guests before their arrival and throughout their stay, while optimizing suite revenue and occupancy levels. This role encompasses managing all reservation and inquiry calls during the assigned shift. The individual is expected to cultivate exceptional service skills in interactions with clients, guests, and colleagues.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS

  • Prior experience in the hospitality industry or a related field is preferred.
  • Familiarity with Hilton/OnQ systems is advantageous.
  • A high school diploma or equivalent is mandatory.
  • Fluency in English is required.

PHYSICAL DEMANDS

  • Extended hours may be necessary.
  • Availability to work evenings, weekends, and holidays is essential.
  • Light physical work – ability to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
  • Capability to stand for the entire duration of the shift.

MENTAL DEMANDS

  • Ability to thrive in stressful, high-pressure environments.
  • Effective listening, understanding, clarifying, and resolving concerns raised by clients, guests, and colleagues.
  • Proficient in identifying, preventing, and solving workplace issues as necessary.
  • Maintain composure and objectivity under pressure.
  • Clear communication of information and ideas is essential.
  • Quick and accurate evaluation of alternative courses of action.

KEY RESPONSIBILITIES

SERVICE ATTITUDE AND COMMUNICATION

  • Uphold high standards of personal appearance and grooming, adhering to Brand dress code and uniform requirements.
  • Exhibit a professional and friendly demeanor consistently.
  • Foster effective communication and teamwork with fellow employees and other departments within the establishment.
  • Remain consistently attentive, courteous, and efficient in interactions with clients, guests, managers, and all staff members.
  • Demonstrate genuine care and commitment to guest service.
  • Welcome all guests approaching the front desk in alignment with Brand standards.
  • Encourage a collaborative team spirit for the benefit of the hotel.

GUEST SERVICE RESPONSIBILITIES

  • Deliver attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay.
  • Facilitate check-ins and check-outs in a friendly, efficient, and courteous manner.
  • Address all guests' requests, issues, complaints, and/or incidents presented at the front desk or through reservations with attentiveness and courtesy. Follow up to ensure guest satisfaction.
  • Provide information on hotel services and amenities, as well as local area attractions.
  • Ensure timely delivery of packages, mail, and messages to guests as required.
  • Adhere to all Brand credit policies.
  • Stay informed about all rates, packages, and special promotions. Be knowledgeable about in-house groups and aware of closed-out and restricted dates.
  • Gather all necessary information when processing room reservations and follow rate quoting guidelines.
  • Fully comprehend and operate all relevant aspects of the front desk computer system.
  • Contribute positively to guest satisfaction surveys.
  • Exhibit appropriate phone etiquette.
  • Utilize brand selling guidelines during the inquiry call process.
  • Consistently achieve above-average performance in the mystery call process.
  • Follow up on all waitlist reservations.
  • Manage suite inventory effectively.
  • Complete shift responsibility checklist diligently.
  • Maintain cleanliness and organization in the front office area.

Compensation is $16.50 per hour.

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