Guest Service Agent

Description

JOB LOCATION: Hilton Santa Fe Buffalo Thunder Resort


REPORTS TO: Front Office Manager

DEPARTMENT: Front Office

FLSA STATUS: This is a full-time, hourly, non-exempt position

TYPICAL WORK SCHEDULE (DAYS/HRS PER WEEK): TBD
JOB PURPOSE: Greets and registers guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel. Upgrades guests, as required. Promotes hotel services, amenities, and upsells products to the guests.

ESSENTIAL FUNCTIONS:

• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including the number of guests and room rate. Makes an appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Ensures guest knows the location of the room and arranges for team member to accompany the guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guests.
• Ensure rooms and services are correctly accounted for within the guest statement. Properly accounts for services provided by the hotel. Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment. Converts foreign currency at current posted rates.
• Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours, special VIP programs, events, etc.
• Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.
• Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages, and facsimiles or other special items for customers as requested.
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert, especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
• Attempts to communicate with guest in guest's native language, if applicable.
• Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Summons Bell services team members to escort guests to/from their rooms as appropriate.
• Provides safety deposit boxes for guests by escorting them to the vault pulling the box from the vault, and carrying it to the guest.
• Operate various office machines.
• Other duties as assigned.

REQUIRED QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES):

• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.

REQUIRED EDUCATION OR COMBINATION OF EDUCATION AND EXPERIENCE:

• High School Diploma or GED.
• 4-year college degree preferred with emphasis on foreign languages.
• 1 - 2 years of prior guest service experience are preferred. Prior hospitality experience is also preferred.
• CPR Certification and/or First Aid Training preferred.
• Valid driver's license required.
• Travel required.
• Must be at least 18 years of age.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT:

• Standing/Walking, 70%; Sedentary, 30%.
• Frequent lifting, carrying, pushing, and pulling up to 25 lbs.
• Office/Hotel setting;
• Shift work; May be required to work weekends, holidays, evenings, and overtime.
• Exposure to cigarette smoke and noise.
• On 24-hour emergency call.

DISCLAIMER STATEMENT: This job description lists the primary duties and responsibilities required of the employee. An employee to perform tasks other than those listed to meet business needs.