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Guest Service Agent

Company: Hilton Garden Inn Outer Banks
Location: Kitty Hawk
Posted on: May 3, 2021

Job Description:

$12.00+ per hour (commensurate with experience)

This is a full-time, year round position for the 3-11pm shift.

COMPANY BENEFITS (dependent upon hours/tenure/performance)

* Paid Vacation * Paid Birthday  * Medical, Dental, and Vision plans * 401K Plan - Company matches up to 3% * Team Member Travel Program - highly discounted rates at Hilton Brand hotels * YMCA Corporate Discount * Monthly Incentives * Seasonal Bonuses * Continued Education Sponsor - Employees can earn Hospitality & Tourism certificates at local Community College * Hilton Schoolroom for remote learning - for employee's children (only during COVID) * Employee Recognition and Appreciation Program * Employee Meal Program and Meal Discounts JOB DESCRIPTION: Represents hotel throughout all aspects of guest's stay by providing prompt and courteous service.  Greet guests with an immediate and sincere welcome. Register hotel guests, assign room keys, verify and collect payment, process guest checkouts. Answer phones, making and confirming reservations, and assist with guests with special requests and area information.

 ESSENTIAL FUNCTIONS

* Greet, register, and assign rooms to guests. Confirm reservation details and method of payment. Accommodate reasonable special requests, issue room keys, and direct guests to room location, hotel amenities and onsite events. * Answer phones, make and confirm reservations. Have knowledge of room locations, descriptions, availability and room rates. Use proper telephone etiquette. Confirm and set wake up calls. * Retrieve mail, small packages, send and retrieve faxes, make copies, file, stamp outgoing mail, take and deliver messages. * Work closely with housekeeping and maintenance departments to update room status and coordinate maintenance requests via Radio and/or HelloShift. * Respond to guest complaints such as price conflicts, maintenance issues, and room location/availability issues. Listen and assist guests in a resolution that is acceptable using service recovery tools, if necessary. Research customer service recovery options to choose the best solution to solving the problem. Direct guests to managers when necessary. * Perform cashier related functions such as posting charges, collecting payments, closing accounts, making change for guests and balancing a cash drawer. Adhere to all credit card, check, and cash handling policies and procedures. * Knows all safety procedures, remaining calm and alert during emergency situations and during heavy hotel activity. Required to follow all security and privacy procedures to protect guest information. * Process guest checkouts. * Clean and maintain lobby and common areas. * Provide area information to guests such as directions, attraction details, transportation requests, and local area recommendations. * Understand that the hospitality business functions seven days a week, twenty-four hours a day, and that schedules must accommodate fluctuating business demand, sometimes requiring employees to move from their accustomed shifts or requiring overtime. A hospitable service atmosphere must be projected at all times. * Carry out all reasonable requests by management. * Work as a team with co-workers to complete check lists and daily duties. * Maintain a professional working relationship with all departments within the hotel. * Will communicate any pertinent information with other shifts and department managers as necessary OTHER REQUIREMENTS

* Ability to effectively deal with customers both on site and over the telephone who may require a high level of patience. Use tact and diplomacy to resolve complaints and defuse anger. * Basic mathematical and calculator skills. * Ability to operate office equipment such as photocopier, fax machine, and multiline telephone. * Ability to access and accurately input information into a computer system. * Ability to stand, walk, sit, climb stairs, and occasionally lift or carry items. * Compliance with hotel grooming and uniform policies. * Must be capable of how to read, write, and speak English fluently. OBX Resorts, LLC DBA Hilton Garden Inn is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including age, sex, color, race, creed, national origin, religion, marital status, sexual orientation, political belief, or disability.

Keywords: Hilton Garden Inn Outer Banks, Chesapeake , Guest Service Agent, Other , Kitty Hawk, Virginia

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