Hotel Guest Service Agent - Spark by Hilton Roanoke Airport

Job Description

Job Description

About Company:

Our vision is to become the premier hotel development company with a concentration in Washington, committed to excellence through strategic development and continued innovation in the hospitality industry. Guided by our core values, we will exceed the expectations of our guests and members and enhance the value of our partners' investments.

Our mission is to provide the ultimate guest experience through exceptionally talented associates committed to providing true hospitality. We do this by providing support, training, and growth for our team members while being fiscally responsible to our owners and investors.

About the Role:

The Hotel Guest Service Agent plays a pivotal role in ensuring an exceptional guest experience from the moment of arrival until departure. This position is responsible for managing front desk operations, including check-in and check-out procedures, handling reservations, and addressing guest inquiries with professionalism and efficiency. The role requires a proactive approach to problem resolution, ensuring that any guest concerns are promptly and effectively managed to maintain high satisfaction levels. Additionally, the agent supports billing processes and manages foreign currency transactions accurately, contributing to the smooth financial operations of the hotel. Ultimately, this role is essential in creating a welcoming atmosphere that encourages repeat visits and positive reviews. Must be able to work either 7am-3pm or 3pm-11pm.  Overnight availability a plus but not a requirement. 

Minimum Qualifications:

• Previous experience in a customer service role, preferably but not required in the hospitality industry.
• Basic math skills for billing and handling foreign currency.
• Ability to communicate clearly and professionally in English.

Preferred Qualifications:

• Experience working in a hotel or similar hospitality environment.
• Multilingual abilities to assist a diverse guest population.
• Familiarity with additional phone systems and advanced billing software.
• Physical ability to lift and bend as required for luggage handling.

Responsibilities:

• Greet and welcome guests upon arrival, providing a warm and professional first impression.
• Manage check-in and check-out procedures efficiently using hotel reservation and billing systems.
• Handle guest inquiries, requests, and complaints promptly, ensuring effective problem resolution.
• Process payments, including handling foreign currency transactions accurately and securely.
• Coordinate with housekeeping and room service teams to fulfill guest needs and maintain room readiness.
• Maintain accurate records of guest information and reservations using phone and computer systems.
• Assist guests with special requests and provide information about hotel services and local attractions.
• Lift and bend as necessary to manage luggage and assist guests with their belongings.

Skills:

The required skills such as front desk management, hotel reservations, and billing are utilized daily to ensure smooth guest check-in and check-out processes. Customer service and problem resolution skills are critical for addressing guest concerns promptly and maintaining satisfaction. Proficiency with phone systems and handling foreign currency enables effective communication and accurate financial transactions. The ability to lift and bend supports physical tasks like assisting guests with luggage and room service coordination. Preferred skills, including multilingual communication and advanced software knowledge, enhance the ability to serve a diverse clientele and streamline operational efficiency.