Overnight Guest Services Agent

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We are seeking an Overnight Guest Services Agent to be the guests first point of contact when arriving late in the evening, and the last team member some interact with heading out early in the morning. This role requires basic Guest Services Agent duties to be completed as well as hotel reporting to be sent to management at the hotel as well as the corporate office. The role also requires preparation of coffee each morning as well as breakfast to-go bags. The Overnight Guest Services Agent will act as the overnight Manager-on-Duty of the hotel and will be required to send out a daily shift report including any incidents or details that are necessary to be passed along to next shift or management.

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 Responsibilities:

• 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.

Physical Demands:

• Some lifting may be required. This position may require 75%+ or more of time on their feet.

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 Types: Full-time, Part-time

Pay: $20.00 - $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday
• On call
• Overnight shift
• Overtime
• Weekends as needed

Work Location: In person