Night Audit

Guest Services Agent

The Guest Services Agent is responsible for assisting in the operation of the front desk and guest services ensuring 100% satisfaction from the moment a guest arrives at the hotel until they check out.

Candidate Profile

Experience:

• High school diploma or equivalent required, and college degree preferred.

• Previous hotel Front Desk and Hilton brand experience is preferred

• Hilton OnQ experience a plus.

• Accounting background is preferred but not required.

Job Essentials

• Balances and audits for accuracy room revenue, all room and tax charges, cashier's reports and guest and house accounts, food and beverage revenue and telephone revenue; assists in the preparation of all reports relevant to daily revenues.

• Completes and transmits daily management and accounting reports and supporting documents; prepares customer tracking report, market segmentation report, food and beverage revenue report necessary to ensure the accurate accounting of hotel revenues and expenses.

• Assist guests with arrival and departure from hotel, while providing positive guests experiences.

• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate in accordance to established guidelines

• Maintain confidentiality of all guests and hotel information

• Exhibit attention to detail in order to ensure security of guest room access.

• Manage guest requests, inquiries, and complaints promptly and completely. Ensure follow up with guest are performed in a timely manner to maintain a high level of guest satisfaction and quality service. In the event of dissatisfaction, negotiate compromise in accordance to the "Make it Right" established guidelines.

• Handle cash and credit card transactions, process guest accounts upon checkout in an efficient and accurate manner

• Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions.

• Follow proper Hotel safety policies and procedures and use safety equipment as needed to ensure the safety of all team members during each shift. Reports all accidents and injuries in a timely manner.

• Ensure work area is clean and clear debris or any objects that can obstruct the job duties from being performed safely, efficiently and effectively

• Perform any other job related duties as assigned.

Other

• Ability to access and accurately input information using a moderately complex computer system

• Able to handle cash and credit transactions.

• General knowledge of local area attractions and transportation.

• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.

• Ability to effectively deal with internal and external customers with tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

• Ability to observe and detect signs of emergency situations.

• Ability to establish and maintain effective working relationships with associates, customers and patrons.

• Command of the English language both written and verbal.

• Ability to multi-task, and prioritizes with excellent follow up skills and customer service.

• Regular attendance in conformance with the standards is essential to the successful performance of this position.

• Comply with attendance rules and be available to work on a regular basis. Able to work a flexible schedule, varied shifts, including Weekday, Evenings, weekends and holidays.

• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.